This week, Zendesk announced the launch of Zendesk Explore; analytics software for businesses to measure and improve the entire customer experience.
With this release, we’re excited to announce that Explore is set to become the new foundation for analyzing data from Zendesk’s suite of products.
We know that building the best customer experience works better when it's driven by data. With Zendesk Explore, businesses get instant access to the customer analytics that matter—and the deeper understanding of the customers and business that comes with it.
With the launch of Explore, we anticipate that you might have questions regarding your current reporting solution, Insights. This article will help provide clarity into the future of Insights and reporting at Zendesk.
What's happening to Insights in 2019?
For those of you who are unfamiliar, Insights is our legacy reporting and analytics tool that many Zendesk customers use today.
Customers who have access to Insights will not lose access to any of their Insights reporting — both Insights and Explore will run in parallel for the foreseeable future. We encourage customers to start familiarizing themselves with Explore and to start adopting Explore when it makes sense for their organization.
When will Zendesk sunset Insights?
We have not yet set an end-of-life date for Insights. Once we are ready to sunset Insights we will communicate additional upgrade details and give you ample time to make the move to Explore.
When will Explore be available for my company?
To ensure a smooth transition and great customer experience, we are rolling out Explore progressively. We aim to make Explore available to customers over the next few months. When we’re ready to provide availability to your company we will contact you with additional upgrade details.
What are the benefits of upgrading to Zendesk Explore?
Zendesk Explore offers a variety of improvements over Insights and we’re excited to share that customers involved in the early access program for Explore have greatly benefited from using it.
“Since I’ve started building queries and dashboards in Explore, I’ve managed to solve for all the pain points I had with reporting.
Turns out, the main things I needed are things you were thinking about already!”
- Justine Matison
Director of Customer Service and Support at Lever
Some of the major benefits you will gain by upgrading to Explore:
- Faster time to value with an analytics tool that empowers users of any skill level to dig deep into data
- An intuitive chart and dashboard builder that was purpose-built for customer service teams
- EU data hosting for businesses that need to keep their data in EMEA
- A vastly improved calculation engine that enables teams to build calculations in more intuitive ways
- New ways to visualize your analysis with 20+ chart types and hundreds of new customization options
- Refreshed, best practice dashboards for every Zendesk channel
- Flexible roles and permissions for teams that need greater levels of security
For a full comparison of Explore and Insights features, please see this article.
How do I keep up with Zendesk Explore updates?
The Zendesk Explore team aims to update Explore monthly and we detail all of the releases in the announcement section of the Explore Help Center.
If you’re interested in receiving updates to the broader Zendesk product family, we encourage you to view our What’s New page and webinar.
Can I start upgrading to Explore now?
If you have access to Explore, we encourage you to get started as Explore will replace our current reporting solution, Insights. You can start moving your reports over from Insights today and use Explore as your primary Zendesk analytics tool. For customers interested in starting their upgrade now, we’ve included a helpful guide in the Explore Help Center.
How do I get started with Explore?
There are a variety of resources to help you get started with Explore and begin your upgrade. See the list of available resources below:
- Explore Help Center: The go-to place for everything Explore related
- Getting started with Zendesk Explore: A handy guide to help you learn Zendesk Explore
- Upgrading to Zendesk Explore: A guide for Insights users who are looking to make the move to Zendesk Explore
- Explore and Insights comparison: A comparison between Explore and Insights for your reference
- Zendesk Explore Training Course: A training course that will teach your team the basics of Explore
- Explore for Insights Users Training Course: Coming February 2019
- Meet Zendesk Explore Webinar: An upcoming webinar that includes a product overview as well as live demos
What if I need assistance upgrading to Explore?
We acknowledge that some customers will need assistance upgrading their reports and dashboards to Explore. We’re currently working on a variety of resources to assist your upgrade to Explore and will be communicating more details in the coming months.
To learn the basics of Zendesk Explore, we’re excited to offer a training course (see the link above).
Do I have to pay for Zendesk Explore?
Zendesk customers on a Support Professional and above plan are eligible for a complimentary upgrade to Zendesk Explore.
Customers on Zendesk Support Team and Essential can upgrade their subscription if they’re interested in using Zendesk Explore.
You can view Explore pricing here.
Do I need to do anything special if I joined the Explore EAP?
Nope! We appreciate your involvement in the Zendesk Explore Early Access Program (EAP) and thank you for helping us shape the Explore product. Now that Explore is available, you can continue using Explore the same way you were during the EAP. You will not lose access to anything you created during the EAP.
Why does my data in Explore look a little different than Insights?
Explore and insights refresh on different intervals, which might cause minor discrepancies between the numbers you see on your reports and dashboards. While the metrics on your dashboard may look different, the underlying numbers for the period will be the same.
Customers on a Support Professional subscription will see a greater difference in the numbers between Explore and Insights since Explore now refreshes for you hourly instead of daily.