Getting started with Zendesk Explore for reporting and analytics

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44 Comments

  • Niels

    Hi,

    I'm trying to find my way around Explore.
    I have created some custom metrics in Gooddata, among which the time tracking metrics described in your HC recipe - but now I can't find them in Explore. The metrics are set to be public.

    Alternatively, when I tried to re-create this metric in Explore, I couldn't use the recipe that I used for Gooddata.

    Would you have any advice on this?

    3
  • Justin

    Will Explore be replacing GoodData/Insights?

    2
  • Stéphanie Motta

    +1 for Niels comment!

    2
  • Tony Dell'Ario

    Does opting into this program replace the current Reporting page in our Zendesk instance, or is it a separate environment? We'd like to make sure that by checking this feature out we'd still have access to our data and reporting presentation as it is in case we don't find this new feature satisfactory.

    2
  • Hannah Meier
    Zendesk Team Member

    Hi Mary,

    Thank you for reaching out.

    As part of Explore EAP, we currently enable reporting for the following Guide functionality:

    • Knowledge Capture, which aims at helping you understand how content is created or used by your team(s)
    • Answer Bot, which intends to help you understand how to maximize ticket deflection

    In addition, we are planning to release a Team Publishing dataset later this month.

    And we are planning a lot more reporting around Guide / Help Center next year. One of the key themes revolves around content consumption.

    Can you please share your request to be able to report on articles created by agent on this product feedback post? This is where we're keeping track of requests for enhancements to the Guide dataset.

    Thanks,

    Hannah

    2
  • Meghan Howard

    I find explore to be really cumbersome. Are there any good ZD apps that help with reporting?

    1
  • SHANNON CHAPMAN

    Just an FYI: There is a typo in this document.  I wanted to let you know because I would appreciate it if someone told me, had they noticed it. Thanks!

    1
  • Patrick Bosmans
    Zendesk Customer Advocate

    Hey Quentin,

    Currently our Explore team is in the process of working on a migration tool that will help accounts transition from Insights to Explore.  We don't have a firm eta on a release date for this but for users with interest in migrating early we have been connecting them to their Account Reps to look into early options.  

    I have pinged your Account Rep to try and connect with you since some of this link of questioning might involve personal account information.

    As for any drawbacks or what you might lose in the process, there are still a few features for custom metrics that are not yet active in Explore that are in Insights, but coming soon.  Again, your Account Rep can speak with you on your account specifics to help ensure that we cover all bases before processing a full migration.

    1
  • Rob Stack
    Zendesk Documentation Team

    Hi SHANNON CHAPMAN, I certainly do appreciate it :-)
    Thanks so much for spotting and reporting this typo! It's now fixed.

    1
  • Andrew Forbes
    Zendesk Team Member

    Hi Jo - Explore Lite refreshes daily and Explore Pro refreshes hourly.

    0
  • Vincent Dollet
    Zendesk Product Manager

    Hi Niels & Stéphanie - we have an issue with the ticket fields created by the Time Tracking app. To be specific, their names include a '(' character, which is currently not supported. We are working on a fix - however I don't yet have an ETA. Thank you for your patience.

    0
  • Vincent Dollet
    Zendesk Product Manager

    Hi Brooke - we have released reporting for Guide Answer Bot and Guide Knowledge Capture a couple of weeks back. In October, we'll introduce reporting for Guide Team Publishing and Chat. 

    And we are planning a lot more in 2019! Looking specifically at Guide, one of the key themes will revolve around content consumption. If you have particular use cases you'd like us to consider, don't hesitate to share them here: https://explore.zendesk.com/hc/en-us/community/posts/360004294548-Help-Center-Reporting

    0
  • Michael Brannin

    Do you know if once Explore is ready to go and replace insights/good data; is it going to be part of existing packages like Professional or Enterprise, or is it going to be an addon option like the recent side conversations feature? 

    0
  • Rob Stack
    Zendesk Documentation Team

    Hi, we have some information about calculated metrics at https://explore.zendesk.com/hc/en-us/articles/236355787-Calculation-types-reference

    This does include a link to date and time metrics. Does this help at all?

    0
  • Gemma Oleart

    Hi Rob, at our office we started to work with "Explore" recently.  And I have a question regarding the concept of "No replies" within "Tickets by first reply time brackets". I would like to ask what tickets are included as not replied - is it the ones deleted manually, in addition to the ones considered Spam by the system? Are also included the ones were the user help himself thanks to the Answer bot articles suggested? Thanks in advance!

    0
  • Brooke Wayne

    Right now, it looks like it'll only work with Support and Talk data. Any plans to include Guide in this? There is no advanced reporting with Guide in GoodData/Insights, so I'm very curious to see if Explore will remedy that in the near future.

    0
  • Adrian Joseph Magboo
    Zendesk Customer Advocate

    Hi Andrea,

    I have created a new ticket for your concern. The ticket number is 4323529. Someone from our team will get in touch with you as soon as possible.

    Thanks!

    0
  • Valo Solutions

    Hi!

    Have been trying to get agents to see Explorer but cannot see Explorer on their profiles to add.
    Is it even possible yet?

    Help pls, -sari-

    0
  • Rob Stack
    Zendesk Documentation Team

    Hi Gemma, as I wasn't immediately sure of the answer to your questions, I've created a ticket. Someone should be in touch soon to help you get the answers you need. I'll then update the docs accordingly. Thanks!

    0
  • Gentry Geissler
    Zendesk Team Member

    Hi Carlos!

    Thanks for the questions. I'll do my best to explain. Zendesk is working on slowly sunsetting our access to Gooddata. Currently no new users to the Zendesk platform have any Gooddata licenses applied to them. Explore is going to be the standard going forward. 

    Unfortunately, the reports you have in Gooddata are not something that can be transferred to Explore, or vice versa. I do apologize for any inconvenience, I know it can be frustrating to duplicate work. 

    Lastly, Explore and Gooddata do mostly the same things, but there are some differences. You can read about those on our help center here. There may not be perfect parity, even in the future. But we're trying to make Explore as robust and useful as we can. 

    Hope that helps!

    0
  • Barbara Schellekens

    Hello, me and my colleagues can't find the Explore functionality in Zendesk. Can somebody tell me where we can find it?

    0
  • Vincent Dollet
    Zendesk Product Manager

    Hi Justin & Chandra - Explore will eventually replace GoodData / Insights.

    We are planning to release Explore Professional later this year. Any customer having access to GoodData at the time of the commercial launch will be grandfathered onto Explore Professional (i.e. no extra charge).

    We'll share more information on migration details & timeline shortly.

    0
  • Chandra M

    To follow up on Justin's question, if it does replace GoodData/Insights, will our existing reports be migrated or will we have to recreate them? Also, if we currently have a plan that includes GoodData/Insights reporting, will it include this solution or will we have to start paying extra for it?

    0
  • Michael Konstantin

    Zendesk Team,

    Are there any plans to allow for Administrative type queries to be built? For context, I am the Account Owner and Administrator for my company's Zendesk instance. At times, I would like to be able to perform audits on users, like the Groups they're associated with, Macro usage details, etc. I know I can currently run these types of queries using JSON, but it would be nice if there was a way to natively run some of these items.

    Sincerely,

    Michael Konstantin
    Sr. Systems Administrator
    Certified Zendesk Support Administrator

    0
  • Mary Paez

    In the current ticketing UI, there is an option to Export # articles created for each support agent. It shows draft & published counts.  Is this also going to be added to explore.  This is a very important way to get a monthly and quarterly look at ownership of articles, growth of KB, and backlog (to be published).  

    0
  • Andrew Forbes
    Zendesk Team Member

    Hi Nienke - Data storage is based on the location of your Zendesk Support instance, so if your Support instance is hosted in the EU, then your Explore data will be too. 

    0
  • Aubree Rose Mia
    Zendesk Customer Advocate

    Hi Warren,

    Thanks for reaching out! Zendesk Explore function is available to the latest Zendesk Suite Team plan and up and not to your current plan Support Team plan. You may need to upgrade your plan to either a Zendesk Suite Team plan or a Support Professional plan in order to have access to Zendesk Explore. For more information, you can check this article: About the Zendesk Explore plan types


    Kind regards,

     

    0
  • Jon Daniels
    Zendesk Customer Advocate

    Hey Jenesses!

    Since you are on Support Enterprise currently, you should be activated on Explore Professional.

    Let us know if this isn't the case!

    0
  • Warren Millar

    Hi, We have Zendesk Support Team.

    According to the matrix at the top of tis article Explore is available for the "Team" edition. But every time I try and add the product it is requesting that I move to the "Profession" edition. Why is it request this?

    Thanks 

    0
  • Andrew Forbes
    Zendesk Team Member

    Hi Tony - Access to Zendesk Explore will not replace the current Reporting page in your Zendesk any time soon. Both reporting interfaces will run in parallel. 

    0

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