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.
The following resources are available for Insights:
Documentation
Set up and admin tasks
- 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
- Difference between "Organization" and "Ticket Organization"
Best practices
Comments
12 comments
Hi Kevin, Looks like Laura D. also gave a response about this above...
I dont understand if insight cost extra or not when you have professional
Hey Lena!
Insights is included on the Professional plan and higher. You can compare all our plan features on Pricing page.
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.
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!
Is there a way to block access to the reporting section all together to all agent except admins?
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
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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