Moving to Explore from Insights

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17 Comments

  • Kyligence
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    Hi Robert, Insights has one thing unique, that is the analysis on KB articles published, I did not find how to analyze the title or the create time of those articles in Zendesk Explore, could you help me out? Thanks.

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  • Kevin Dennis
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    The banner that is displaying letting us know that Insights is being retired 2/5/2021 seems to be hiding the Good Data link that brings me to my legacy reports. Can your team resolve this so we can access our reporting and work on migrating to Explore over the next several months?

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  • Brett - Community Manager
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    Hey Kevin,

    Thanks for the heads up! Check out my post here for more information :)

    Announcing the removal of Insights reporting

    This is something our developers are looking into but you can use the solution provided in my post as a workaround until then.

    Hope this helps!

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  • Nathan Smith
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    Hey Kevin,

     

    If you right click and click Inspect and then click elements and control + F and search for GoodData you will be able to click the link in the console

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  • Stewart Kitson
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    Hi Brett

     

    Reading the above, this does not suggest there is a migration option where I can port my existing insights reporting to Explore. It's actually a case of starting again and recreating all of my custom reports in the Explore dashboard. That's not a migration, that is a do it yourself and a high effort Customer journey!!

     

    Not really ideal having invested time and effort to create a reporting suite that works for us in insights!

    7
  • Zeb Stiles
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    @Stewart

    Don't worry, you can have them move custom reports for you!  Starting at only $2,500 for 1-25 reports.  Check out their price sheet linked below:

    https://zen-marketing-product.s3.amazonaws.com/product/PR-016690_explore_migration_datasheet_D2_ae.pdf

    .... yeah, I've got so many reports and now I have to work this into my day-to-day for the next year.  Is it possible that ZenDesk doesn't have much usage for insights from it's customers?  This seems like a big deal.

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  • Mandy Major
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    Totally agree with Stewart & Zeb.  This is not a migration, this is an entire rebuild for every report we use.  We have over 1k custom reports, I cannot even begin to imagine how much time this is going to take for us to rebuild these in Explore.  This feels like another "Zendesk didn't think this through" situation, and the customer now has to pay the price.  Very disappointing.

    3
  • Tara
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    Good to know considering i just spent a whole bunch of time learning how to configure my insights reports.... now i have to rebuild them all in a new tool??? Now I don't have as many as some people above but still this is incredibly disappointing that no actual migration is available.

    If we attempted this with our customers we would have a revolt of people walking away.

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  • Debbie Ramsay
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    I agree. We paid a company in German to do our custom reports... so there is a big chunk of change down the toilet.
    Not sure Zendesk know's what the word migration means. When we migrate our airline clients onto a new platform they don't have to lift a finger. If we did to them what Zendesk is doing to us they would drop us in a heartbeat. Wish I could do that.
    Talk about another bad user experience for ZD users!

    1
  • Chris Grant
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    Current Reporting - Satisfaction - Survey comments ... where can we find that same detail in Explorer?

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  • Sudeshna Basu
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    Hi everyone,
    We appreciate your comments related to the end of life for Insights reporting.

    Our team at Zendesk understands that the idea of moving reports from one analytics tool to another is daunting and we are committed to ensuring that this process goes smoothly for you. We firmly believe that this change is going to be beneficial for your business in the long run. Throughout this year and well into the future, the Explore team will be delivering a range of analytics innovation to help your business build better customer experiences and optimize every step of the service you deliver. 

    If you have additional questions, please reach out to us - we’re here to help!

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  • Sudeshna Basu
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    Hi Chris Grant,
    Ticket satisfaction comment is available as an attribute in the Ticket dataset.

    Here's the full list of Metrics and Attributes -
    https://support.zendesk.com/hc/en-us/articles/360022182114-Metrics-and-attributes-for-Zendesk-Support

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  • Mariliam
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    Can someone please respond to the first message from Kyligence? Explore does not have any knowledge base metrics for articles besides Answer Bot and Knowledge Capture. Are there any plans to make these data sets available any time soon?

    Also, I must say that the migration price seems too excessive. I am constantly comparing metrics from Insights vs Explore since I still don't trust the numbers Explore gives me, especially when it comes to Time filters. I feel like this should be simplified. If my metric is CSAT% or first-time reply then why is Explore making me exclude filters if you already know what should be excluded? These exclusions should be happening automatically and giving the user the chance to include them if they want to for any reason after the fact.

    These annoyances have made me stop using Explore and rely heavily on Insights for internal reporting.

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  • Rob Stack
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    Hi Mariliam

    The Knowledge Base & Search reports are built-in reports available with all Zendesk Support plans and are not a part of Insights reporting. Hence these will not be impacted by the Insights end of life.

    More information available here:
    https://support.zendesk.com/hc/en-us/articles/360002056488-Understanding-your-reporting-options

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  • Andrew Forbes
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    Hi Mariliam

    Enhancements to Guide datasets (knowledge base & search reporting) are on the Explore roadmap. We can update you once we have a confirmed timeline. To echo Rob, the current Knowledge/Search reporting is not impacted by this end of life. 

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  • Parrish Chamberlin
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    I have been using Explore for sometime now and it is not the best reporting tool. More then half of the custom data sets and attributes/fields are not available in Explore but are in Insights.

    I am hoping Explore is getting a major revamp, especially around table report max size etc and more functionality like with good data to query customized table fields without the requirement of "Tags"

    The ability to do key word search in support is also a must as explore cannot do this.

     

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  • Human-ISM Sysadmins
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    "Our price hikes haven't raised revenue enough, how else can we force users to make us more money? Oh, we can cancel this expensive third-party subscription to GoodData we have to pay for and spend millions of dollars building a new tool, not spend any time building a migration path for users, and then charge them thousands of dollars to migrate their reports over. The best part is our monthly expenses go down, our revenues go up, but our pricing technically doesn't go up again!".

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