Announcing Guide Team Publishing Reporting for Insights

Have more questions? Submit a request

13 Comments

  • Zac

    This is so cool! We've wanted this type of reporting for a very long time, and it's so helpful to get this kind of view of our Guide productivity.

    3
  • Rebecca McMurry

    I was excited to see reporting available for Team Publishing. I do not have an option for Team Publishing under Insigts. Has it rolled out to everybody?

    1
  • Jennifer Rowe

    Hey Rebecca,

    I made this comment in your other post, but I'll add it here too for others.

    The rollout is complete. Make sure you have the following:

    • Support Professional or Enterprise with Insights enabled

      and

    • Guide Enterprise

    Let us know if that helps!

    1
  • Andrei Kamarouski

    I am happy to see this progress in Knowledge management practices inside Zendesk! Many years we have used default tickets and custom metrics for all this reporting. Now it is a part of Insights. Well done!

    1
  • Tobias Hermanns

    Still don´t see it.

     

     

    0
  • Nicole - Community Manager

    Hi Tobias,

    Can you confirm that you have the following:

    1. Support Professional or Enterprise with Insights enabled

    and

    1. Guide Enterprise?
    0
  • Jennifer Rowe

    And here's how you get to the dashboard, just in case you need more detailed steps than we provided in the announcement.

    To access the Team Publishing dashboard

    1. Click the Reporting icon in the sidebar.
    2. Click the Insights tab.
    3. Click the dashboards drop-down list, then select Insights - View only, if it's not already selected.
    4. Click the Team Publishing tab on the dashboard.
    0
  • Heather R

    Good morning!

    Wondering... for Guide legacy accounts, would this be a feature we have?

    0
  • Jennifer Rowe

    Hi Heather!

    No, sorry. Team Publishing is a Guide Enterprise feature, so it's not available on Guide Legacy accounts.

    0
  • Tobias Hermanns

    Hi Nicole,

     

    i still can´t see it.

     

    1. Support Professional or Enterprise with Insights enabled

    and

    1. Guide Enterprise?

     

    Both yes.

     

    /Tobias

    0
  • Jessie - Community Manager

    Hi Tobias!

    Can you tell us exactly what you're clicking on? I just want to make sure that we're on the same page! If you want to post a screencap, that would be very helpful!

    0
  • Tobias Hermanns

    Hi Jessie,

     

    that´s all i get under Report -> Insight -> Insight View only:

     

    Overview
    Tickets
    Satisfaction
    Prediction
    Efficiency
    Agent Activity
    Skills
    Chat
    SLAs
    Talk
    Answer Bot
    Knowledge Capture
    Learn More
     
    0
  • Jason Schaeffer

    Hi Tobias,

     

    Would it be ok with you if we take this into a ticket so we can further investigate in a one on one setting? 

     

    Thanks!

     

    0

Please sign in to leave a comment.

Powered by Zendesk