Zendesk is removing Insights reporting on February 5th, 2021. If you are using Insights, you need to move to Explore, the latest generation of reporting for Zendesk products, before that time. If you need more time to move to Explore, you can apply for an extension using this form before January 22, 2021.
You must be an agent to use Insights, and you must enable Insights for yourself. Agents cannot be added to Insights by an admin or another agent.
Note: An admin must enable Insights before you can enable it for yourself. For more information, see Setting up Insights for your Zendesk.
Agents have full access to edit and customize reports and dashboards in Insights. Enterprise Light agents are limited to viewing access. Enterprise agents in custom roles have different levels of access depending on their custom role. For more information, see Understanding and restricting user permissions in Insights.
For a list of resources see Insights resources.
To enable Insights for yourself
- Click the Reporting icon (
) in the sidebar, then click the Insights tab. - Click Get Started.
If you see the Take a tour button instead of the Get Started button, your admin has not enabled Insights yet.
Insights automatically loads in Zendesk Support. For information about using Insights, see Opening Insights and getting around.
6 Comments
How much does Insights cost?
There is no additional charge fior the use of Insights. But you must be on the Plus or Enterprise plan. See the pricing here:
https://www.zendesk.com/product/pricing/
Hello,
once we upgrade our plan to be able to access insights, are we able to extract the raw data via spreadsheet (excel or csv). Or do we need to access the data via the API?
Thanks,
Angela
Angela
Once you create a report in Insights you can download as Excel or CSV. No need to use the API. But there is a 60,000 row limit on reports.
Great! thanks Graeme
We have upgraded our plan to use insights but when we try to enable it, we see the blurb "Hold tight, we're loading up your data. This can take between five minutes and a few hours, depending on how much data is in your Zendesk.
In the meantime, kick back and check out tips on getting started."
But even with a browser open for most of the day it won't seem to load for me or another admin user on our team.
Are we missing something or did we skip a step somewhere?
Please sign in to leave a comment.