Each month, we host an AMA-style conversation in the Zendesk Community on hot support topics, where we invite a panel of guest experts to answer user questions and share their specialized knowledge.
Zendesk Customer Advocate Sarah is one of our experts for our April 8, 2020 conversation on Explore: Reports & Insights Migration.
Mind telling everyone a little bit about yourself and what you do here at Zendesk?
My name is Sarah, and I’m a Customer Advocate. If you’ve ever called, chatted, or emailed something about Explore being weird, you’ve probably talked to one of my colleagues or myself. I’m here to guide, help, and occasionally dig through data to make sure that customers can use Zendesk in a way that benefits them...and doesn’t end up creating problems down the road!
For some of our newer users, what would you recommend to those just starting with Zendesk?
It can often feel overwhelming when you’re first starting. The most accurate phrase I’ve heard is “drinking from the firehose.” There’s a lot of functionality in Zendesk, you just need to know all of the places to find it. So, I heartily recommend reading through our Getting Started Guide as well as looking at some of our workflow recommendation articles.
When you are not crushing it here at Zendesk, what do you enjoy doing in your free time?
I’m pretty active in my local makerspace community (go Bodgery!!!) - you can often find me working on costuming or sewing stuffed animals. You can also find me at the Madison Children’s Museum as the STEM Program Specialist (weekends only).
With Explore reports or handling Insights migration, what is some advice you’d share with our members?
If your data in Insights isn’t matching up with Explore, or vice versa, dig down a bit. Insights and Explore aren’t entirely equivalent, so sometimes, you are going to see differences. I recommend taking a look at how each metric or attribute is calculated and making sure that it’s the same data. I’d also recommend making sure that your time filters in your dashboards are being applied to the correct datasets in the queries in the dashboard!
How things been during the transition to work from home, and what have you done so far to adapt?
As I believe most people have been finding it, it’s a little rough. I find that setting alarms helps for not only waking up in the morning but also getting up and keeping active. I don’t have to walk to conference rooms anymore, and the commute to the coffee has significantly been shortened.
Anything else you’d like to share with our users?
Honestly, no matter what you ask, it’s not a dumb question. Please stop putting yourselves down! We’re here to help, and the point is that we all ask things to learn. Sometimes you need to talk to someone outside of the box who can see those little details that have all blended together. Be kind to yourselves.
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