You can open Zendesk Insights to view pre-built reports or to customize your own reports. You can access Insights in your Zendesk or through the GoodData portal. If you have not enabled Zendesk Insights, see Enabling Insights for yourself. If you are an Enterprise Support agent in custom role, you might not have access, depending on how your admin set up your custom role.
For information about the pre-built reports in Zendesk Insights, see Working with pre-built reports in Insights. For more resources see Insights resources. Zendesk Insights is only available on the Professional and Enterprise Zendesk Support plans.
You can also watch this short video.
Opening Zendesk Insights
You access Zendesk Insights in the Reporting section. Insights comes with a pre-configured dashboard and a blank dashboard. You can add more dashboards.
- Click the Reporting icon (
) in the sidebar, then click the Insights tab.
- In Insights, click the dashboards drop-down list in the upper-left, then select a dashboard.
In addition to the default View Only dashboard and the blank My dashboard, any dashboards you create are available in the list.
Opening Zendesk Insights in the GoodData portal
You can open your Zendesk Insights project in the GoodData portal. To do so, you need to sign in to your Zendesk for authentication, then launch your Insights project in the GoodData portal.
- Click the Reporting icon () in the sidebar, then click the Insights tab.
- Click GoodData in the upper-right corner.
Your Insights project launches in the GoodData portal.
Getting around Zendesk Insights
The following image provides a quick tour of the Insights interface so you know where to find things.
For information about using Insights, see Working with pre-built reports in Insights and Adding reports and dashboards in Insights.
5 Comments
Hi there,
I have a question about the Insight page Zendesk offers. There are two ways to receive data from Zendesk and the most easy way seemed to use reporting overview. Unfortunately I read that the data could be different from the data Insights gives and we see that too therefor we want to use Insights. However, If I go to Insight > Agent Activity > select an Agent > select given data such as Tickets solved by agent > click on view this report I get the following error:
"No data match the filtering criteria
You can edit or remove filters using
the filter wizard above."
What do I do wrong? I would really love to use it and get a better understanding of our performance.
Hi Janine! Welcome to the Community.
I'm not really sure why that happens...I'm getting the same result when I duplicate your steps in our own Insights instance. My educated guess is that it has to do with editing permissions, since it's taking you to the report editing page.
If you click on the actual value (rather than the arrow), a lightbox will appear that will show you the actual data you want to see. So, for instance, if you click on the number of solved tickets, it'll bring up a list of tickets, including the requester and other information.
Hope that helps!
Is there a charge for using Insights if you have Enterprise?
Matthew
Insights is available as part of your cost if you have the Professional or Enterprise plan. So, other than your plan price, there is no additional cost.
Awesome to hear!
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