|
Announced |
Inactive accounts deactivated |
Removal of Insights |
|
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:
|
Self-paced migration |
Have our team migrate you |
|
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.
56 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.
Not really ideal having invested time and effort to create a reporting suite that works for us in insights!
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.
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?
Can you please extend the deadline in light of the global pandemic? The business disruption, lowered productivity, and escalations of only priorities are making available free time to work on something that is being forced upon us vs. what we consider a #1 business priority to continue to provide for our customers who are also struggling is clashing quite significantly.
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.
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 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.
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!
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 :)
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
Thanks for the CSS. That worked like a charm! My first time coding CSS to boot!
Hello Bernard Merkel
Sincere apologies for the disruption. Our team has resolved the root cause and access has been restored to all affected accounts.
Hi Bobby Quezada I've created a ticket from your request so that we can look into why your account was moved to Explore. Thanks!
Hi Brad Marshall, sorry that wasn't the right answer for you. Possibly someone else reading might have a better solution, but it's also worth posting this on our product feedback forum. In the forum, the product team will get more visibility into this and other customers can vote on it. That helps Zendesk prioritize future Explore features.
https://support.zendesk.com/hc/en-us/community/topics/360001200913
Hi Bobby Quezada
Your account issue should have been resolved, apologies for the inconvenience.
Hi Neil Lillemark,
The Knowledge Base, Community & Search reports are not powered by GoodData. Hence, these will not be impacted by the Insights end of life.
However, the Overview, Leaderboard & Satisfaction reports will be removed. But you will have access to equivalent Explore pre-built dashboards for those reports.
More information available here:
https://support.zendesk.com/hc/en-us/articles/360002056488-Understanding-your-reporting-options
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.
Hi Brad Taylor, I've opened up a ticket on your behalf to see if customer services can help with this. Somebody should contact you soon. Thanks!
Hi Brett:
It's clear that Explore provides many means of generating my own reports.
My question was around the canned metrics that are available today when I click on the Metrics Icon. Things like the Leaderboard, KB view counts etc.... will those charts still be available, or were they driven by GoodData and will also be removed from access early next year?
I have just duplicated my first report from Insights to Explore and when I export the data to excel the row and column format are not holding.
This is the report in Explore;
This is what it looks like when exported:
Is there a way to make it export in the same format as the original report?
Hi Jessica,
Thanks for your feedback on Guide reporting.
Enhancing reporting capabilities for the Guide dataset is on the roadmap for Explore, however we don't have a planned timeline yet.
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.
Hi Timur B,
Inactive Insights accounts are those that have not been used for 60 days or longer.
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.
Vestis Retail Group Glad to hear it! Not a permanent solution by any means so I'll keep this post updated once the issue has been resolved :)
Hi, I'm not sure I understand what you mean by inactive Insights accounts. Could you please clarify that?
Hi Zendesk team
I am facing a lot of problems to re-create the new dashboards in Explore, some metrics don't react to manual timeframes, some others have total random behaviour.
I would need support from your side to migrate my old dashboards from Insight to Explore.
Could you come back to me please?
Thanks
Can I not transfer my old GoodData reports over to Explore?
Please sign in to leave a comment.