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
38 Comments
Hello Nancy,
Glad you were able to discover this solution on your own. \
Best regards.
I can no longer access Insights. Was it disabled? It is much easier to use than Explore.
Hi Akshobhya Mann
Did you receive any communication that you were being migrated to Explore? If not, I'd suggest opening a ticket with us so we can investigate your case in detail.
To help you get to grips with Explore, we have a great getting started guide and many recipes that take you through some of its features. We're also always interested in your feedback about it.
Thanks for writing. Don't hesitate to open a ticket if you need more help.
Dear,
Excuse me, maybe you've already answered to that question:
how can I extract the list of users who have subscribed to our "Knowledge base” with Zendesk Explorer? Thank you
Hey Stefano,
There's no way to pull knowledgebase subscriptions at this time using Explore. If you want to export this information, you'll need to use the Help Center API.
You can find a full list of Guide Metrics and Attributes from the article I've linked for you.
Let me know if you have any other questions!
You broke insights with your announcement, can you please fix it so we can see the toolbar.
Hello Liam Kelly,
We are currently aware of this issue and are currently working on rolling out a fix as soon as possible. We appreciate your patience while we attempt to resolve this.
Best regards.
Hey Liam,
Our developers have pushed out a fix that should allow you to see the GoodData link again. You may need to do a quick browser refresh but please let me know if you continue to experience issues on your end.
Thanks!
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