Sharing reports in Insights (Professional and Enterprise) Follow

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You can easily print reports or export reports for sharing. Another way to share reports is to schedule regular emails for dashboards.

Note: If you have not enabled Insights, see Enabling Insights for yourself. If you are an Enterprise agent in a custom role, you might not have access, depending on how your admin set up your custom role.

 

For a list of resources see Insights resources.

Emailing scheduled dashboards

You can schedule email to regularly send a PDF version of an Insights dashboard. You can send the dashboard to any recipient, including people who are not Zendesk Support agents.

Note: To schedule email for an individual report to any agent with Insights access, see Emailing scheduled reports.

To schedule email for a dashboard

  1. Click the Reporting icon () in the sidebar, then click the Insights tab.
  2. Click Emailing dashboards icon in the upper-right corner.

  3. Select the Dashboard tabs you want to include.
  4. Select a Repeats option for the frequency of the email, then select a Time option for the time of day you want to send the email.
  5. Click Add recipients or define custom subject and message.

  6. Enter the email recipients for this dashboard in Send a copy to.

    Use a comma to separate multiple email addresses.

  7. Enter an Email subject and Email message.
  8. Click Schedule .

    The dashboard will be emailed as a PDF to all recipients according the frequency and time that you specified. The PDF will have the same name as your dashboard. For information on changing the dashboard PDF name, see Edit the name of an Insights dashboard's PDF file in our Support tech notes.

    Note: The dashboard or report will reflect its current state, not the version of the dashboard or report at the time of scheduling the email. For example if you modify filters between scheduling the email and the recipient receiving the email, the dashboard or report will reflect the version at the time the email is received.

    You can delete the scheduled email at any time, but you can't modify it.

    Tip: Joel Hellman shares how to view details about scheduled dashboards, called private schedules, in our Community.

Emailing scheduled reports to agents

You can schedule email to regularly send reports to agents. You can only schedule email reports to agents who have access to Insights.

Note: You can schedule email for a dashboard to any recipients, not just agents (see Emailing scheduled dashboards).

To schedule email for a report

  1. Click the Reporting icon () in the sidebar, then click the Insights tab.
  2. Click GoodData in the upper-right corner.

  3. Click Manage, then click the Emailing Dashboards tab.

  4. Click Schedule new email.
  5. Enter the email info, select the dashboard or report you want to send, and set the schedule.

    The recipient you add to the email distribution list must be a Zendesk Support agent with access to Insights. Eligible agents auto-populate as you type. If the agent's email is not auto-populating, they may need to activate Insights in their account.

    Note: If you have more than 500 agents, the auto-populate might not work. To manually add agents to receive a scheduled report, see the next section Adding agents manually for scheduled reports.

Adding agents manually to receive scheduled reports

If you have more than 500 agents, the auto-populate in New scheduled e-mail in GoodData might not work.

Note: If you have fewer than 500 agents, you do not need to manually enter agents (see the previous section, Emailing scheduled reports to agents).

You can manually add agents to receive scheduled reports, but you cannot use their regular email address. Instead, you must enter the agent's GoodData address. To do so, first find the agent's ID in Zendesk Support. The ID is the number in the URL when you view the agent's profile.

Then, use the following convention to create the agent's GoodData address: 

zendesk-gooddata+<ZendeskAgentID>@zendesk.com

For example, if the agent's ID is 491697820, the address you enter in GoodData is:

zendesk-gooddata+491697820@zendesk.com

Enter the agent's address in New scheduled e-mail in GoodData. Use a comma to separate multiple agents.

Hiding dashboards and reports and sharing with specific agents

When you create a dashboard or report, it is visible only to you until it's published. After you publish a dashboard or report, it becomes visible to everyone. If you publish only your dashboard, all reports on the dashboard will become visible as well. You can hide your dashboards afterwards, but all reports and metrics are still findable.

To hide reports or metrics on a dashboard, you need to turn them into individual personal objects. Personal objects can be viewed only by you, but can also be shared and viewed by anyone who has a link.

A report is hidden if the eye icon () is shown next to the save button on the top of your report.
Note: To complete these steps you must have already created a report. For more information on creating reports see Creating custom reports and dashboards in Insights.
To hide a report:
  1. At the top right-hand corner of your report, click the Options drop-down menu, then select Settings.
  2. In Settings, deselect Visible to all users.

  3. Click Save.

    The report is now hidden. To make the report visible again, click the eye icon () at the top of the report.

    Note: If you hide an object you do not own, keep the link. You will no longer have access to the object without the link.
To share a hidden report with select users
  • Send the URL to your report or metric to the user.

    If you are a project administrator, you can lock hidden objects or choose to see hidden reports by selecting "Show hidden reports" at the top of the reports tab.

Downloading a dashboard tab as a PDF

You can download a PDF of all the reports in a dashboard tab to send or print.

To download a PDF of a dashboard tab
  1. In Insights, open the dashboard tab you want to download or print.
  2. Click the Download PDF icon in the upper-right.

    The PDF automatically downloads when it's ready.

  3. Save the PDF.

    After save the PDF you can share it or print it.

Exporting reports

You can export a report while you are viewing the open report or from a dashboard without opening the report.

Note: If the report you are exporting takes more than five minutes to export, and you get an error message, then there is too much data to export in the requested format. In this case, you can choose a simpler format (CSV instead of XLS, for example) or you can update the report to contain less data.
To export an individual report you are viewing
  1. In Insights, open the dashboard tab with the report you want to export.
  2. Click the title of the report.
  3. Click Export in the bottom-left of the report, then select an export option.

To download an individual report from a dashboard
  1. In the dashboard, click the menu beside the report title of the report you want to download.

  2. Click Download as, then select an option from the drop-down menu.

    The file automatically downloads.

Printing a report

You can open and print an individual report in a dashboard.

To print an individual report
  1. In Insights, open the dashboard tab with the report you want to print.
  2. Click the title of the report.
  3. Click Print in the bottom-left of the report.

Have more questions? Submit a request

Comments

  • 1

    Please enable reports delivery to non-users too!
    My team is actually going through a lot of troubles to export via APIs the very same reports and send them to our customers.

  • 1

    @Kshama: I'm pretty sure you can only schedule a dashboard. If you pop the report/s you want to send onto a dashboard, then click the little "clock" icon in the top-right corner, you should find what you need. 

    Edited by Terry Knox
  • 1

    Terry

    You can schedule reports too. But you can only send them to Agents, not end users.

    You have to set this up within GoodData, under Manage>Emailing Dashboards (confusing isn't it?)

    The '+Schedule New Email' button gives the option to select 'Reports' as well as dashboards.

     

  • 0

    Dear Dennis,

     this is indeed possible but actually not functional: as example, if you insert a table report into a dashboard and this report has a variable number of items, it usually gets truncated when it doesn't fit into its container. This happens because dashboards do not manage flexible contents.

    Basically, "overflow:hidden".

    In this scenario, you have to check its visual and re-arrange its height/width into the dashboard before sending it to the customer.

    Imagine it for 300 customers.
    Every day.

    In my case, it means that I have to allocate 4 hours of an agent to perform a monkey-work with a 250 $ daily LOSS.

    Am I missing anything? 


    Kind regards,
     Serena De Biasi

  • 0

    Kshama

    You should schedule your report to run on Tuesday at 8am.

    Use the report filter to restrict the dates for the required week. You have the choice of weeks running from either:

    • Monday to Sunday or
    • Sunday to Satruday

    You set the filter to run for 'last week'.

    Here is an example of the date created being filtered for last week using the Monday to Sunday version of the week.

    Ensure that you include the Week\ Year version of the date or you may get unexpected results.

  • 0

    Hey Adrian - you can email (pdf) any dashboard within your insights project, so long as it's done via the 'Scheduled Dashboard email' feature and not through the 'Manage > Emailing Dashboards' page.

  • 0

    I'm still getting this message when trying to add an external email to the list of recipients: "Reports can only be sent to valid project members. Please double-check ..."

  • 0

    Through some more investigation.... I found a way to do this:

    -The user must be a light agent OR a full agent. 
    -The user MUST activate insights (click on reporting, click insights tab, click GET STARTED)

    Once the user has activated insights, they will now be able to be added on the reports page through the Manage tab and receive reports containing PDF and XLSX or other formats listed in there. 

    (if its not working, check that light agents have access to view reports in settings --> agent and ensure they "can view only")

  • 0

    Thank you

  • 0

    @Graeme: Thanks! You learn something new every day! 

  • 0

    Hi Serena,

    Although you cannot send an individual report to a non-user, you can send a dashboard out to non-users! You could just embed the report you want them to see in a dashboard, then create a scheduled email of the dashboard to those users. That should do the trick!

  • 0

    How do I schedule an email for a report? It needs to be sent out weekly for Business days Mon-Friday of past week.

  • 0

    Thank you Terry and Graeme. The solutions don't let me schedule by Business week.

     

    e.g: I need the scheduled email to send out report by 8am Tuesday morning for Monday-Friday(past business week). Current settings don't allow for it.

    My need doesn't fall under the option "past 7 day". ANy idea?

  • 0

    Adrian, you can only add external email recipients to emails you schedule via the dashboards, not via the 'Manage > Emailing Dashboards' page. Check this section of the article above: https://support.zendesk.com/hc/en-us/articles/203662426-Sharing-reports-in-Insights-Plus-and-Enterprise-#topic_tld_pzy_nr

  • 0

    Thanks Mike, that resolved my issue. So just to confirm, only private schedules can be mailed to external users.

  • 0

    I agree.  We need the ability to send reports (not dashboards) to non agent users.  We have managers of end users that would like to see metrics and be able to pivot on them.  The only workaround I can think of right now is to schedule the report to go to me and then set up a forwarding rule in my email to forward out to the end user. 

  • 0

    Hi Mike,

    you mention "you can only add external email recipients to emails you schedule via the dashboards, not via the 'Manage > Emailing Dashboards' page."

    What if the user you are trying to send the report to is a Light Agent? 

    Ultimately what I'm trying to do is have a report email with a PDF and XLSX attachment sent to a light agent. Is THAT possible through Good Data Manage page?

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