How to spot your team’s biggest time wasters in Zendesk Analytics

You can quickly spot which ticket tags are linked to the most manual work using Zendesk Analytics. Here's how:

1. Open Zendesk Analytics.

   Click the four-square icon in the upper-right corner of your Zendesk dashboard and select Analytics from the menu. This will take you to the Explore dashboard, where you can begin working with data reports.

                                                            

2. Create a new report.
   

   In the Analytics interface, go to the Reports section via the left-hand sidebar.
   Click New Report in the top-right corner.

   
   
   Next, select Support as your dataset, and then choose Support - Tickets.
   Click Start report to open a blank reporting canvas where you'll build your custom report.
   
   

3. Add a metric (ticket count).

   Click into the Metrics panel.
   Under the “Tickets” section, select Tickets and then click Apply.
   This will add COUNT(Tickets) as the main data point — allowing you to measure ticket volume.
   

4. Add a column (ticket tags).

   Now, go to the Columns panel.
   In the “Tickets” section, choose Ticket tags and click Apply.
   This will break down the ticket count by each tag used — giving you visibility into the most frequently applied tags.
   

5. Sort and analyze the data

   At this stage, the results might appear messy or overwhelming, especially if many tags are in use.

   
   Click Result manipulation on the right-hand side to make the report more readable.
                                                                  
   Select Sort, choose how you'd like the data ordered (e.g., A-Z or "Value Descending" etc.), and click Apply.
   
6. (Optional) Filter by Date to Focus Your Insights
   

   To narrow your analysis to a specific time frame, use the upper Filters panel.
   Click Add, then choose Time - Ticket created > Ticket created - Date, and click Apply.
   

   Next, click on the date filter you just added.
   Select Edit date ranges, then choose a preset like "last week" or "yesterday" to define your reporting period.
   
   

   This ensures your report only includes tickets created within the selected range, giving you more relevant insights.

   Note: When you create a report in the Support - Tickets dataset, Zendesk automatically adds a Ticket created - Date filter set to the last 30 days. You can adjust or remove it based on your needs.

The most frequently appearing tags typically indicate repetitive tasks. This report helps you identify areas where your team is spending the most time on manual processes, enabling you to:

• Identify opportunities for automation

• Improve workflows

• Reduce handling time

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