Opening Insights and getting around (Professional and Enterprise)

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  • Janine Driessen

    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. 





  • Jessie Schutz
    Zendesk team member

    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!

  • Matthew Burke

    Is there a charge for using Insights if you have Enterprise?

  • Graeme Carmichael
    Community Moderator


    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.

  • Matthew Burke

    Awesome to hear!


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