Zendesk Analytics Guide for Sellers

Scope: This guide explains how to read and use the Seller Reporting dashboard in Zendesk Explore with the permissions:

• Role: View dashboards
• Data restriction: Only data from groups you belong to

You’ll be able to view and interact with dashboards that were shared with you, filter the data, and export what you can see. You won’t be able to edit reports, create dashboards, or change data restrictions.

1) What you’ll see on the Seller Reporting dashboard

Your dashboard contains these sections and metrics:

• Ticket backlog
  • Daily ticket count — line chart showing open/unsolved tickets over time.
  • Daily ticket group breakdown — stacked bars showing ticket volume split by Ticket group.
  • Average first reply time — line chart showing the average time from ticket creation to the first public agent reply.
• Agent productivity
  • Table by Ticket group and Assignee with monthly columns for:
    • Tickets (volume handled)
    • First reply time (avg)
    • Full resolution time (avg)

Tip: Your data is restricted to your assigned Seller group. The dashboard will only show data for that group.

2) Using the dashboard — common tasks

A. Confirm your Seller group

1. Open the dashboard from the Dashboards library.
2. At the top, open the Seller group (or Group) filter.
3. Ensure your assigned group is selected and Apply.

You’ll only ever see data for your assigned group. If it looks wrong, contact your Refurbed admin.

B. Set the date range

1. Click the Date filter at the top.