Getting started with Zendesk Explore for reporting and analytics

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44 Comments

  • 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
  • Andrew Forbes
    Zendesk team member

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

    0
  • Carlos Santos

    Hi.

    I have invested a lot of time in Gooddata over time and I am currently about to restructure all the KPI calculations and dashboards for my teams. Explore seems promising. So... Should I continue to invest time in Gooddata or move immediately to Explore? What about all the work done with Gooddata? Will I have to rebuild every metric, chart and list I have currently? Above all, will I be able to do with Explore everything I do in Gooddata?

    Thanks.

     

     

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  • 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!

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  • Nicole S.
    Zendesk Community Team

    Hi all - 

    We're hosting an AMA-style conversation on Explore recipes in the Zendesk Community tomorrow, 8/27. You can post your recipe requests starting now: zdsk.co/ExploreAMA

    -1
  • 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!

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  • 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!

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  • Meghan Howard

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

    1
  • Rob Stack
    Zendesk Documentation Team

    Hi Meghan Howard thank you for the feedback. Explore is our main reporting product and we are always striving to give our customers the reporting features they need. If there are areas in which it could be improved, please consider posting one (or more) requests/comments in the Community section at https://support.zendesk.com/hc/en-us/community/topics/360001200913

    We would love to hear from you in there!

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  • 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
  • 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
  • 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
  • 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
  • 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

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