How to Use Zendesk Explore - Frequently asked questions
Frequently asked questions
How can I control agent access in Zendesk Explore?
You can control agent access in Zendesk Explore by using user roles and permissions. These features allow you to determine which agents can access Explore and the level of access they have. For more detailed information, you can refer to the…
Can light agents access Zendesk Explore?
Yes, light agents can access Zendesk Explore as long as they have the Viewer permission. This allows them to view shared dashboards. For more information, see the section on [Giving agents access to…
Can I schedule report deliveries to non-Zendesk users?
Yes, you can schedule report deliveries to people who don't have a Zendesk account if you are on an Explore Enterprise or Explore Professional (Legacy) plan. This feature allows you to share insights with external stakeholders. For more details,…
How often is data updated in Zendesk Explore reports?
Data in Zendesk Explore reports is updated on a schedule that depends on your Explore plan. This ensures that your reports reflect the most current information available. For specific details on data refresh intervals, refer to the section on [Data…
Where can I find metrics and attributes for custom reports in Explore?
To find the metrics and attributes needed for writing your own reports in Explore, you should refer to the article on Understanding Explore datasets. This resource provides comprehensive details about all the data available for report…
Can I use custom ticket fields in Zendesk Explore reports?
Yes, you can use custom ticket fields in Zendesk Explore reports. Explore synchronizes ticket, user, and organization custom fields, allowing you to include this data in your reports. For more information, see the section on [Reporting with custom…
How can I create reports based on ticket tags in Explore?
You can create reports based on ticket tags in Zendesk Explore. This feature allows you to categorize and analyze tickets using tags. For detailed instructions and examples, see the section on [Reporting with…
Why can't I see any dashboards in Zendesk Explore?
If you or your agents can't see any dashboards in Zendesk Explore, it might be due to sharing settings or role permissions. Ensure that dashboards are shared with agents who have the viewer role. If you've just activated Explore and can't see…
What should I do if my Explore report returns partial results?
If your Explore report returns only partial results, it might be due to the 50,000-row limit set to prevent performance issues. To resolve this, consider using filters to limit the results returned. For more information, see the section on [Adding…
Why is the Explore calculations menu locked?
The Explore calculations menu might be locked if two editors are working on different reports within the same dataset. Only the first person who opened a report can access the Calculations menu. Once they close the report, the menu becomes…
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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
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“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
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