This article will keep you informed about changes to Zendesk reporting. These changes might affect the reporting options you have available. If you have a problem or question, please leave a comment below.
Use the following topics to help you understand the reporting options you have with your Zendesk products and plan level:
Zendesk Explore (Support Professional and Enterprise)
- Explore Lite contains pre-built dashboards containing best practices reports for your Zendesk products. Explore Lite is included with all Support Professional and Enterprise plans.
- Explore Professional extends Explore Lite by enabling you to create, share, and secure your own reports. Explore Professional is an add-on for Support Professional and Enterprise.
To learn everything you need to know about Explore, see Zendesk Explore resources.
Use Explore when
- You are a Support Professional or Enterprise customer
- You are currently using Insights and want to upgrade to Explore
- You are a member of an Explore Early Access Program (EAP)
Explore is accessed from the Zendesk product tray. If you don't have access to Explore, let us know at support@zendesk.com .
Built-in reports (all Support plans)
Built-in reports are available with all Zendesk Support plans. The reports you see will vary depending on the products you have. To view the built-in reports, open the Reporting page (
) and select one of the available tabs. For general information about agents and tickets in your company, choose Overview.
For more information about the built-in reports, see Using the Reporting Overview.
Use the built-in reports when
- You are on the Zendesk Support Essential or Team plan
- You have not configured Explore and want to use the built-in dashboards
- You want to view reports that are not in Explore like Knowledge Base, Community, and Search
41 Comments
This article has been updated a couple times now seemingly only moments ago. So maybe you are addressing this:
We have been a ZD customer for ~7 years now on the "plus" plan and have had access to Gooddata reports, which changed to "Insights" and is now completely gone. We have ~100 reports that exist there and no way to access to them. Now if I don't upgrade to "explore", which requires a plan upgrade, are my reports lost? Was there any notification that this transition was going to happen?
I am feeling like my reporting system is being held hostage at the moment.
Hi Zeb! I'm sorry to hear this is happening, but I don't think what you're seeing is intended. We don't have any plans to sunset Insights/GoodData at this point. I'm going to create a ticket for you so we can investigate why you've lost access!
Hello,
I am noticing that team members who are set to edit reports are not able to access Net Promoter Score and Customer Satisfaction tabs. Hiding these tabs is not advertised nor does it seem aligned with the assertion of access presented with this role feature. Thoughts?
Hi Ches, sorry you and your team are having trouble with this. Is the problem occurring for all team members, or only some? If the problem persists, I'm happy to open a ticket for you.
Hey Rob,
If this is unexpected then I'll submit a ticket to Support. This is impacting all users and setting them to Administrator is the only viable workaround at this point in time.
Thanks!
I think that's a good idea Ches. If it turns out to be some issue that docs don't cover, I'll make any necessary updates. Thanks!
I'm curious about exporting Knowledge Base Reporting. Is it possible to export weekly usage reports, etc.?
Hi Barry, you can't export these reports directly from the dashboard, but you should be able to pull this data using the Zendesk API - https://developer.zendesk.com/rest_api/docs/help_center/introduction . Additionally, if you have Insights reports that contain Knowledge Base information, you can export these.
Hello! All our dashboards disappeared today! What we see now is just the default dashboards.
Hi Ramil! That definitely doesn't sound good. I'm going to open a ticket for you to have our Support team investigate further. Be in touch shortly!
How do I go about upgrading to Explore?
Hey Aaron,
You'll want to reach out to your Account Executive to discuss moving your account over to Explore. If you're unsure who to contact, let me know and I can create a ticket on your behalf to send over.
Thanks!
Hi,
If you have access to both Insights and Explore (like we do), is there any reason why we should choose one over the other? Some functionalities that may be more developed on one or the other? Thanks!
Hi @Elise,
We're thinking through this also and we're leaning towards choosing Explore since Zendesk has stated
"... in the future, Explore will replace Insights, so we encourage you to start migrating any reports that you want to keep."
The issue is, as always, the (re)training and recreating reports we have in Insights to be in Explore.
@Heather thanks for jumping in here :)
@Elise as Heather mentioned, Explore is a product we built and will eventually replace Insights down the road. We do have new Explore features in the works, however, we don't have any information to share at this time. It's possible that GoodData is developing new features for Insights, but that's not something we would have control over or have any information on.
Let me know if you have any other questions!
@Elise, this might help too! Check out Comparing Explore with Insights.
Hi
I'm trying to see the searches in knowledge base. According to the data I have 90 in last 24 hours but only see 1 search string. What am I doing wrong? Thanks!
Hi Fiona, I can at least partially reproduce this. When I click on the Search tab, I see the chart come up, but see no search string. If I then click inside one of the boxes (for example where you have "90 total") the searches then appear.
I'm wondering if that might work for you? - Thanks!
Thanks, Rob! I think maybe there is a delay between searches and them appearing here. I see more data today, so maybe it just took some time to come through. Thanks for your help!
Hi Team,
We are using ZD professional edition, but the thing is we unable to explore the insights option.
Hey there Gokul,
Unfortunately, since Zendesk is moving away from Insights as a whole, newer customers did not have access to Insights, as 2019 started the slow process of Sunsetting Insights.
To clarify, the end-of-life date is not yet confirmed.
I hope this helps!
I am somehow disappointed to read this article. I used Zendesk for more than 2 years before. And I suggested my company to purchase Zendesk as the customer service system while comparing serveral other systems like Freshdesk, Genesys etc. Then I have already paid 28608 USD for the invoice INV04931539 on 2019-09-27 for the 16 subscription of The Suite(Enterprise) for one year. However, after the free trial has expired since my registration, the reporting can not be used. On the dashboard, only give me the hint to pay extra money which is out of budget. Nowadays, the Suite (Enterprise) is not like a suite, which contain all the products. It is too ironic that the Suite (Enterprise) doesn't contain reporting. Was this the way you want to make more money?
Even clicked "Downgrade to Lite" button, nothing works. It jumps to the subscription page. Whereas, I have already paid.
This is not as good as Insights/GoodData beore, which is already contained in the Suite (Enterprise).
Why the Suite (Enterprise) doesn't contain reporting nowadays?
I'm really unhappy with the "Explore" reporting center.
Previously, it was easy to follow statistics on how the "Satisfaction rating" goes and see the latest reviews, be able to go into the case and get an idea of why the customer was dissatisfied. Today it is much more complicated.
Bar charts in all honor, but you can easily do that yourself. How do I get a clickable list of October's negative reviews?
Hey Marcus,
Sorry to hear your experience with Explore hasn't been great so far.
Have you had a chance to look at the following article which walks you through setting up a report that will show Bad ratings with comments?
If so, are you running into any issues creating this report?
Let me know!
Hey Brett,
Thank you for the help. I now have a report with the errand numbers and a comment (if any).
However, the old function with an easy overwiev with clicable ID numbers was far better.
Hi ,
I have question, The inbuilt reports looks good, is there any option we can download in excel day wise ?
I tried to check in explorer but didnt found option there for inbuilt reports
Thanks
is access to Insights/Good Data no longer accessible?
Hi Nancy Phippins,
From Rob's another article, he wrote "New customers who signed up for, and existing customers who upgraded to Zendesk Support Professional or Enterprise on or after November 13, 2018 can use Explore and do not have access to Insights reporting. Existing customers, prior to November 13, 2018, can use Explore after their account is upgraded and continue to have access to Insights reporting."
It seems Zendesk will sunset Insights/Good Data, which is somehow sad for the old customers who started new instances.
I am an existing customer for 5-6 years and use Enterprise Editon
just figured it out and was able to enable
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