Explore FAQ: General, activation, and billing

Use this article to help you answer some of the most frequently asked questions about Zendesk Explore.

The questions in this article are general questions and questions related to activating Explore, and billing. For other frequently asked questions, see one of the following articles:

• Explore FAQ: Using Explore
• Explore FAQ: Learning and community

If there's a question you'd like to see on this page, tell us in the comments below. However, if your question is urgent, contact us using any of the normal channels.

This article contains the following topics:

• General
• Activation and billing
• Upgrading from Insights

General

• What is Zendesk Explore?

  Explore is analytics and reporting for your Zendesk business data. It helps you understand your business, your agents, and your customers. A great starting point to learn about Explore is at the Zendesk web site.

• Is Explore a replacement for Insights?

  Explore is the latest generation of software for analyzing data from Zendesk’s suite of products. We are currently migrating customers from Insights to Explore. We'll let you know when your turn is coming up.

• How do I know that I have Explore?

  You'll see the Explore icon in the product tray, or the Explore tab in the Reporting menu. Most Support Professional or Enterprise accounts have access to Explore. However, some organizations, particularly those with high numbers of tickets might have to wait a bit longer to get access. To find out more information, contact us.

• When will Insights go away?

  Zendesk is removing Insights reporting on February 5th, 2021. If you are using Insights, you’ll need to move to Explore, the latest generation of reporting for Zendesk products, before that time.

• How can I find out when new Explore updates are coming out?

  Keep an eye on our announcements and you'll be the first to know when we update Explore.

• Which web browsers does Explore support?

  Explore supports the last two major versions of the following web browsers:

  • Google Chrome
  • Microsoft Edge
  • Firefox
  • Safari

  No versions of Microsoft Internet Explorer are supported.

• Is Explore HIPAA compliant?

  The Health Insurance Portability and Accountability Act (HIPAA) is a set of rules and regulations designed to protect the privacy and security of individuals’ personal health information (PHI). Explore can be configured to be compliant with the HIPAA rules and regulations pertaining to Business Associates. For details, see HIPAA considerations when using Zendesk Explore.

Activation and billing

• Is there a trial? Can I take Explore for a spin before I buy it?

  Yes! New customers can automatically try out Explore Professional for 14 days. After that time, they can downgrade to Explore Lite for free, or pay for an Explore Professional subscription.

• How much does Explore cost?

  Take a look at our pricing page for full details.

• I'm a new Zendesk Support customer. Do I get Explore?

  Yes. If you have purchased Support Professional or Enterprise after November 13th 2018, you automatically get a free 14 day trial of Explore Professional. During or after the trial, you can either sign up for Explore Professional (for a cost), or use the free Lite version of Explore.

• How long is left in my Explore Professional 14-day trial?

  You can see details of all of your Zendesk subscriptions in the Settings > Subscription menu in Support. Additionally, the remaining trial period is shown on the top bar of the Explore console.

• How many Explore seats do I need to purchase?

  You need to purchase the same number of Explore seats as you have Zendesk Support agent seats.

Upgrading from Insights

• What are the differences between Explore and Insights? Explore Lite and Explore Professional?

  Read Comparing Explore versions to get a great comparison between Explore Lite, Explore Professional, Explore Enterprise, and Insights.

• Can I still use the custom reports I made with Insights?

  Yes. Until you are migrated from Insights, you can continue to use Insights as normal alongside Explore. However, you'll need to do some work to migrate them into Explore. Have a look at our recipes to get some ideas.

• There seem to be different options for reporting with Zendesk. How do I know which one to use?

  Read Understanding your reporting options to see what's available with the plan that you're on.

• I activated Explore and now some tabs are missing from the built-in reporting page. What happened?

  After you move to Explore, the Overview, Leaderboard, and Satisfaction tabs are removed from the built-in reporting page. You can use Explore pre-built dashboards for those reports. The Knowledge Base and Search tabs (for Guide), and the Community tab (for Gather) are not powered by Insights and won't be removed.