Comparing Explore plans to Insights

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  • David Coleman

    GoodData had a data model you could visually browse around to quickly learn its inner-workings. Have you guys started one for events, fields, and metrics in Explore for the different data-sets?

  • Brett Bowser
    Zendesk Community Team

    Hey David,

    I wasn't able to track down a visual model for Explore similar to what you're referencing for Insights. This is a great idea though and I'll be sure to mark this as feedback for our Explore team :)

    I've linked some useful documentation for you below that may help if you're new to Explore:

    Let me know if there's any other information you're looking for.

  • Craig Bailey

    It seems a major difference is that all the statistics are ONLY about tickets, and nothing but tickets. That is, we no longer have access to the raw organization and user data. Only if they're part of an existing ticket. We have Organizations and Users that have not submitted tickets and require queries over those entities. Will this be made possible? It was extremely useful from Insights. It's going to be a very difficult conversation with management if we lose that accuracy in our reporting.

  • Christopher Ferlazzo

    We just went Live with a second branded help center.  This one is for our customers verses internal IT\employees.    As part of the release I was asked to provide some usage statistics and was able to quickly capture them in a dashboard available in Support\Insight.   Great information to provide our Senior Management team.  However, as with a number of disappointing decisions made by Zendesk they will no longer be supporting Insight in 2021, and most importantly not  carry over the current Guide metric to Zendesk Explore.   Yes I know, I can use the Rest APIs to capture the Guide metric as least I hope I can.   Just like I have to use the Rest APIs for everything (replicating help centers, Live Chat metric with Chatbot implementation, Ticket Metrics, SSO syncing of users and now it seems we have to develop something for Guide Metrics.  Please include these simple metrics in Explore.  I feel like I'm developing everything you should be doing in core.  Please help

  • Rob Stack
    Zendesk Documentation Team

    Hi Christopher Ferlazzo sorry for the slow reply. We are actively working to provide Guide article metrics in Explore and plan to have these available by the end of the year. We'll be sure to announce these as soon as they're ready.

  • Richard Dawson

    Has there been resolution to Craig Bailey's concern? We are still using insights, I see little value if Org reporting is not part of Explorer. As he points out, not all our customers have had a ticket, but represent an industry sector we report on.

  • Rob Stack
    Zendesk Documentation Team

    Hi Richard and Craig. To the best of my knowledge, this isn't something that's currently being addressed, but would be a great item to post in our feedback forum if you have time -

    That gives it visibility to the product team and also lets others vote for it. I can certainly see the value in adding this to Explore.

  • Jules

    Hello there, 

    I am forecasting the switch from Insights to Explore, however all the datas aren't the same.

    Even a simple one as "created tickets" doesn't match.

    And it's worst with the agents activity. 

    Could you please let me know about it, explaining me why and before all which one are reliable?

    Thanks in advance, 


  • Rob Stack
    Zendesk Documentation Team

    Hi Jules

    Thanks for your feedback. Here's a great article that explains why in some cases Insights and Explore reports might return slightly different results -

    If, after reading that article you see any other metrics that you don't believe are correct, I'd encourage you to open a ticket - see so we can investigate what's happening with your particular instance ... I'm sure we can get to the bottom of it! Thanks.


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