Sharing reports in Insights (Professional and Enterprise)

Zendesk is removing Insights reporting on February 5th, 2021. If you are using Insights, you’ll need to move to Explore, the latest generation of reporting for Zendesk products, before that time.

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.

This article covers the following topics:

• Emailing scheduled dashboards
• Emailing scheduled reports to agents
• Hiding dashboards and reports and sharing with specific agents
• Viewing and editing existing schedules
• Downloading a dashboard tab as a PDF
• Exporting reports

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: A scheduled dashboard can only be emailed to 10 recipients. This includes both your agents and outside users. For more than 10 recipients, you can create distribution lists in your email system and send the scheduled dashboard to a distribution alias (for example, [e-mail]). If you use distribution aliases, you don't need to create a new schedule every time your distribution list is updated.

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.

   Note: Agents might have different restrictions to view reports. The agent scheduling the email’s permissions, including user-specific variables are applied to all recipients, regardless of their permissions.
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 be delivered in portrait orientation only with the same name as your dashboard. There is no way to change the orientation to landscape. 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 emailed dashboard will reflect the filters applied at the time of scheduling.

   You can delete the scheduled email at any time, but you can't modify it. To make edits to the email schedule, you must delete the schedule, then create a new one (see Viewing and editing existing schedules).

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 enabled Insights. Admins cannot enable Insights for agents. Agents must individually activate Insights for their account. See Enabling Insights for yourself.

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:

[e-mail]

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.

Viewing and editing existing email schedules

In the Emailing Dashboards tab, you can view all visible schedules any agent in your Zendesk has created and perform edits.

To access the Emailing Dashboards tab

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.

   

   In the Emailing Dashboards tab, you will see your email schedules divided into two different categories:

• Global schedules are the dashboards emailed to only your agents with access to Insights (see Emailing scheduled reports to agents). You can click the schedule name to make edits to the schedule. In the Controls column on the far right, you can duplicate or delete the schedule.
• Private schedules are the dashboards emailed to any recipient (see Emailing scheduled dashboards). Since these dashboards can be emailed to end users, you can view the email addresses the dashboard is sent to under the Copy Emailed to column. You cannot perform any edits to private schedules, and instead must delete the dashboard email schedule under Controls, then create a new one.

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.