Zendesk Insights resources (Professional and Enterprise)

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Insights is an analytics offering with more data and best-practice dashboards to help you make more sense of your data. With Insights you can understand your customer service operations, gain greater context, and turn findings into actions.

This topic contains resources for Insights, including documentation, community tips and questions, and fee-based training.

For Insights recipes, check out the Insights recipes reference.

Documentation

Set up and admin task

• Setting up Zendesk Insights
• Understanding and restricting user permissions in Insights
• Enabling Insights for yourself
• Opening Insights and getting around
• Sharing reports in Insights

Using pre-built reports

• Using pre-built reports in Insights
• Overview of Insights pre-built dashboard
• SLA reporting dashboard overview

Custom reports

• Creating dashboards in Insights
• Building custom reports in Insights
• Reporting on custom fields in Insights
• Reporting on tags in Insights
• Building custom metrics for the Events model in Insights
• Using the Backlog dataset in Insights

References

• Insights object reference
• Insights metrics reference
• About Insights date dimensions
• Understanding disconnected date dimensions in Insights
• Reporting on business hours in Insights
• Calculating first reply time
• Insights release notes and known issues for metrics and reports
• Difference between "Organization" and "Ticket Organization"

Best practices

• Best practices for customizing Insights

Community

• Community tips for Insights reports
  
• Fine Tuning: Analyzing the metrics that matter
• Fine Tuning: Insights reports to transform the way you do support
  
• Tell us your Insights story - how did you improve your metrics?
• Insights Q&A and report requests

Training (fee-based)

• Metrics and Analytics: Intro to Insights