Announcing the removal of Insights reporting

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44 Comments

  • Pamela Rundle
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    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.

    17
  • Margaret
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    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

    3
  • Valerie Berric
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    I also cannot access Good Data due to the banner blocking the button.

    4
  • Andrew White
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    We are also having the issue of the banner blocking Good Data.

    3
  • Brett - Community Manager
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    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: 

    visibility: hidden;

    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!

    2
  • Christian Perdikis
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    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?

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  • Brett - Community Manager
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    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 :) 

    1
  • Patrick Doyle
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    Brett,

    We are not programmers, get the banner off the screen so we can access our data.  This is ridiculous.

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  • Derek Ruhl
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    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

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  • Patrick Chamberlin
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    Thanks for the CSS. That worked like a charm! My first time coding CSS to boot!

     

    1
  • Olga Saldarriaga
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    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.  

    0
  • Brett - Community Manager
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    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 :) 

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  • Derek Ruhl
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    Brett,

    That would be very much appreciated!  Thank you!

    Derek Ruhl

    0
  • Derek Ruhl
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    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.

    2
  • Brett - Community Manager
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    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!

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  • Brett - Community Manager
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    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!

    0
  • Adam Z
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    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. 

    2
  • Lance Le Roux
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    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

    2
  • Melissa Blanding
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    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/

    0
  • Devin
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    What is comparable to the "Leaderboard" if you're doing away with Insights? 

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  • Rob Stack
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    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.

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  • Jon Thorne
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    I have the same question as Adam Z about light agent access to reporting...any chance someone could come back on that? Many thanks

    0
  • Timur B
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    Hi, I'm not sure I understand what you mean by inactive Insights accounts. Could you please clarify that? 

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  • Marie-Cathrine Sørensen
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    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

     

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  • Jon Thorne
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    Excellent, thanks Marie-Cathrine

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  • Jessica Strozyk
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    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?

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  • Stewart Kitson
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    Above you suggest there is a migration option where I can port my existing insights reporting to Explore. This does not actually appear to be the case, to self 'migrate' you are asking us to start again and recreate 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!

    4
  • Sudeshna Basu
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    Hi Timur B,
    Inactive Insights accounts are those that have not been used for 60 days or longer.

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  • Sudeshna Basu
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    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

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  • Jessica Strozyk
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    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.

    0

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