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Announced |
Inactive accounts deactivated |
Removal of Insights |
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February 3, 2020 |
June 1, 2020 |
February 5, 2021 |
Zendesk is removing Insights reporting on February 5, 2021. If you are currently using Insights, we recommend that you migrate to Zendesk Explore Professional. If you need more time to move to Explore, you can apply for an extension using this form before January 22, 2021.
What does this mean?
Zendesk is announcing the end of life for Insights reporting. Beginning June 1, 2020, we will begin deactivating insights accounts that have been inactive for more than 60 days. Supplemental notice will be provided at least 45 days before deactivation.
By February 5, 2021, you will no longer have access to Insights, and it will be removed from your Zendesk Support instance.
Why is Zendesk removing Insights?
Zendesk Explore is the official reporting product for Zendesk, and we are migrating away from Insights. Explore offers significant improvements over Insights, and our team is dedicated to making Explore the best customer analytics product on the market. Some of the improvements you’ll notice right away are:
- Better pre-built reporting and easier ways to build charts & dashboards
- Richer calculation and customization options
- New compliance standards (Data Locality, HIPAA, SOC2) and roles & permissions
- Faster data refresh and improved data refresh rates (especially beneficial for Support Professional customers)
See here for all of the new features and functionality.
How can I migrate to Zendesk Explore Professional?
We have developed comprehensive resources to ensure that your migration to Explore goes smoothly. There are two primary ways for businesses to migrate to Explore:
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Self-paced migration |
Have our team migrate you |
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Use this opportunity to reevaluate your reporting and get started with Explore on your own using a variety of self-paced resources. |
Have our professional services team migrate you to Explore and manage your migration process from end to end. |
What happens if I don’t migrate before the removal date?
If you don’t migrate to Zendesk Explore by the removal date you will lose access to the custom reports and dashboards that you have created in Insights.
54 Comments
How do we remove the notification of this change so that we can get to the "Good Data" link in order to do the current reporting? Your notifcation is currently covering this link.
I have requested activation of Explore,but cannot now access Good Data which I need for monthend reporting. Please can this link be made available again?
many thanks
Margaret
I also cannot access Good Data due to the banner blocking the button.
We are also having the issue of the banner blocking Good Data.
Hey everyone,
So sorry to hear you're running into this issue! It looks like our developers are aware of this and actively working on a fix. In the meantime, you can use some CSS to hide the banner so you can access the link using the Chrome console. Screenshot for you below:
You'll want to add the following CSS to your .sub-nav class:
This isn't a permanent solution but an alternative until our developers have resolved this. I'll keep you posted on what I find out!
A couple questions:
1. Is Good Data considered part of Insights reporting? In other words, will Good Data reporting also be retired on Feb 5, 2021?
2. We use Insights for Knowledge Capture/Guide reporting (help center article views, help center search terms). I see some Knowledge Capture metrics in Explore, but am getting a message of "no data available." This might mean Explore isn't ready for this data set yet, or maybe that I just haven't set it up correctly. Could you confirm that this data will become fully available within Explore?
Hey Christian,
1. Insights is powered by GoodData so yes they would both be retired on that date.
2. You can see a full list of available metrics and attributes for Guide here: Metrics and attributes for Zendesk Guide. Our Explore team is also looking to make additional datasets available for Guide in the near future.
Let me know if you have any other questions :)
Brett,
We are not programmers, get the banner off the screen so we can access our data. This is ridiculous.
Good morning Brett,
Will this change impact billing in any way, or is it just a change in how reporting works?
Thank you,
Derek Ruhl
Thanks for the CSS. That worked like a charm! My first time coding CSS to boot!
I would appreciate if you can remove the banner ASAP; we are in the middle of 2020 planning and need an easier way to go to Good Data. This banner is even preventing to select the Dashboard Links that our end users and executives need.
Patrick Doyle I totally understand where you're coming from but wanted to at least provide an alternative solution until our devs are able to resolve the issue with the banner. I'll keep you posted once I find out more.
Derek Ruhl I'm not 100% sure how this will impact billing but I would be happy to create a ticket on your behalf so you can discuss with your account rep.
Patrick Chamberlin Glad to hear it! Not a permanent solution by any means so I'll keep this post updated once the issue has been resolved :)
Brett,
That would be very much appreciated! Thank you!
Derek Ruhl
If the console option seems too complicated, you can zoom out a bit and eventually you'll see the tabs to click on. You can always zoom in again once you're on the tab you want, if you need to see it better. Temporary solution once again, but thought it would help some people.
Derek Ruhl didn't even think of that! Thanks for sharing :) I've also created a ticket on your behalf so you can discuss billing with your account rep. Cheers!
Hey everyone!
It looks like a fix has been deployed so you should no longer have the banner overlapping your GoodData link. You may need to do a quick browser refresh for the change to take effect. Let me know if you continue to experience issues on your end.
Thanks again for your patience while we work through this!
I have a question, my org uses insights (good data) to allow our lite agents (Account Managers) access to view historic reporting (since email report automation doesn't support non-ZD users). According to this article: https://support.zendesk.com/hc/en-us/articles/203662036-Understanding-and-setting-light-agent-permissions-Collaboration-Add-on- - Lite Agents do not have access to Explore (reporting) once Insights is gone, is this true? If so this puts our org at a huge step back in functionality.
Hi ZD
I hope that you have resolved the ' Exported file from the query does not match the format shown in Explore' issue before retiring Insights/GoodData!!!
I have reported this July last year and still hasn't been fixed.
Thanks
I found just going straight to the Analytics page in Zendesk is the simplest solution until the banner issue is fixed: https://analytics.zendesk.com/
What is comparable to the "Leaderboard" if you're doing away with Insights?
Hi Devin, you'll find a similar report on the pre-built Zendesk Support dashboard for Explore. See https://support.zendesk.com/hc/en-us/articles/360022367893
Additionally, with Explore Professional (free if you currently use Insights), you can customize and create your own reports with exactly the data you need.
I have the same question as Adam Z about light agent access to reporting...any chance someone could come back on that? Many thanks
Hi, I'm not sure I understand what you mean by inactive Insights accounts. Could you please clarify that?
Adam Z and Jon Thorne
This is currently available as an EAP for Support Enterprise customers and should be rolled out to Support Professional customers this year. You can have a look at this article: https://support.zendesk.com/hc/en-us/articles/360036743314
#helpsome regards,
Marie-Cathrine Sørensen
Business Intelligence Analyst @ helphouse.io
Excellent, thanks Marie-Cathrine
What wil happen with all the reports that are currently not available in Explore but only in Insights (such as the Knowledge Base and the Search stats)? Will there be an option to show these in Explore by then?
Not really ideal having invested time and effort to create a reporting suite that works for us in insights!
Hi Timur B,
Inactive Insights accounts are those that have not been used for 60 days or longer.
Hi Jessica Strozyk,
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
Hi Sudeshna,
Thanks, that's good to know.
Do you know if there are any plans to expand these reports (e.g., allow resorting of the search result list, reporting periods longer than 90 days)? As of now, the reporting options for Guide are rather limited and it would be great to have the ability to create custom reports.
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