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Insights resources (Professional and Enterprise)

Jennifer Rowe
  • Edited

professional enterprise plans

Zendesk Explore, our new analytics software, is replacing Insights. Most customers who purchased Zendesk Support after July 2018, or have been migrated to Explore don’t have access to Insights. You can find Explore in the Zendesk product tray.

Insights is an analytics offering with 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.

The following resources are available for Insights:

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12 Comments

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  • Kevin Hunter
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    Hi, I'm kevin hunter at genologics, and I'm in Insights, but also don't see the My Dashboard option; is that an authority/config issue on our end? I see a previous post with this problem above, but it's not clear what the resolution was - did you tweak their account?
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  • Jacob J Christensen
    • Edited
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    Hi Kevin, Looks like Laura D. also gave a response about this above... 

     

    Hi Bob, Sorry for the confusion about this, your Insights project is set up properly. The "My Dashboard" dashboard is a blank canvas that was meant to help accounts that don't have customized dashboards and would otherwise only have the built-in view only dashboard. If you really want you can create one, but otherwise your okay. Sorry we didn't catch that it isn't being added for all accounts, I've let the team know!
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  • Jessie Schutz
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    Hi Kevin! Can you show me a screenshot of where you're looking? I need a little context to answer your question...
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  • Kevin Hunter
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    Hi Jessie, thanks for getting back to me. I did find another route through to creating my own dashboard (through Good Data) and I think I have what I need for now, but thank you for checking in! At the far right of Insights we had a Good Data link which took us to a new tab, where I was able to use the gear icon to change an existing dashboard, and then save it with a new name... so all good now. Kevin
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  • Jessie Schutz
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    Awesome! I'm glad you were able to get it sorted out. :)
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  • Klang, Lena
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    I dont understand if insight cost extra or not when you have professional

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  • Jessie Schutz
    Comment actions Permalink

    Hey Lena!

    Insights is included on the Professional plan and higher. You can compare all our plan features on Pricing page. 

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  • Asger Andersen
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    Hey guys,

    The insights module takes a great deal of time to load, and that makes perfect sense taking the amount of data into consideration. Do you have any recommendations for browsers known to best load the Insights and GoodData dashboards?

    Currently, I'm using Chrome and I'm on a desktop PC, i5-6400 and 16 GB RAM.

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  • Jessie Schutz
    Comment actions Permalink

    Hi Asger!

    Zendesk supports several different browsers, but we recommend the most recent version of Chrome. Our testing suggests that you'll get the best performance with it.

    As far as Insights/GoodData goes, their recommendations are similar. They have a full document that lists all their system requirements and gives some additional information that you might find helpful. You can find that here: GoodData System Requirements and Supported Browsers.

    As you observed, sometimes data in Insights just takes some time to load because there's so much of it. But these documents will help you make sure your system is optimized for best performance!

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  • Gabriel Cyr
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    Is there a way to block access to the reporting section all together to all agent except admins?

    1
  • Diogo Maciel
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    Hi Gabriel!

     

    Yes you can! You can restrict users on Insights in different manners. You can see the details in the article below

     

    https://support.zendesk.com/hc/en-us/articles/204116536-Understanding-and-restricting-user-permissions-in-Insights-Professional-and-Enterprise-#topic_hj5_dsl_sq

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  • Martijn Vanherf
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    Hi,

    Thanks for these great tips!

    Is it also possible to have insight statistics for each view?

    We have some different views for differtent departements and it would be a great help if I can setup insight for each view.

    Kind regards

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