Understanding your reporting options

Have more questions? Submit a request

12 Comments

  • Zeb Stiles

    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.

    1
  • Madison Davis

    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 (see https://support.zendesk.com/hc/en-us/articles/360002032327-The-future-of-reporting-for-Zendesk-products). I'm going to create a ticket for you so we can investigate why you've lost access!

    2
  • Ches Spencer

    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?

    1
  • Rob Stack

    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.

    0
  • Ches Spencer

    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!

    1
  • Rob Stack

    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!

    1
  • Barry Holtslander

    I'm curious about exporting Knowledge Base Reporting. Is it possible to export weekly usage reports, etc.?

    1
  • Rob Stack

    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.

    0
  • Ramil

    Hello! All our dashboards disappeared today! What we see now is just the default dashboards.

    2
  • Madison Davis

    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!

    0
  • Aaron S

    How do I go about upgrading to Explore? 

     

    0
  • Brett - Community Manager

    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!

    0

Please sign in to leave a comment.

Powered by Zendesk