Announcing the removal of Insights reporting

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46 Comments

  • Sudeshna Basu
    Zendesk Product Manager

    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.  

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  • Neil Lillemark

    Will all the reports that are packaged today under the Metrics icon still be present, or were these generated via GoodData and thus will become unavailable as well?

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  • Brett Bowser
    Zendesk Community Team

    Hey Neil,

    You can find a list of available metrics in Explore here: Building Queries

    Each product will have it's own metrics available within Explore so you can take a look from the link I've provided :)

    If theres specific metrics you're looking for that are not listed, let me know and I can do some digging on my end.

    Cheers!

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  • Neil Lillemark

    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?

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  • Sudeshna Basu
    Zendesk Product Manager

    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

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  • Bobby Quezada

    Hello, 

     

    Did zendesk began migrating users over to explore? What constitutes an inactive good data account. 

    We've noticed that we lost our ability to open insights today. 

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  • Rob Stack
    Zendesk Documentation Team

    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!

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  • Sudeshna Basu
    Zendesk Product Manager

    Hi Bobby Quezada 
    Your account issue should have been resolved, apologies for the inconvenience.

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  • Bernard Merkel

    Same thing happened to our account. Insights, gone. What's going on, ZenDesk?

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  • Sudeshna Basu
    Zendesk Product Manager

    Hello Bernard Merkel
    Sincere apologies for the disruption. Our team has resolved the root cause and access has been restored to all affected accounts.

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  • Andrea Bishop

    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.

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  • Gail L
    Zendesk Community Team

    Hi Andrea,

    We know things are stressful right now, and it isn't clear what all the repercussions of the pandemic will be. At this time the dates announced are still planned, but if that does change we will update this article. Stay safe!

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  • Greg O'Neill

    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?

     

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  • Sudeshna Basu
    Zendesk Product Manager

    Hi Greg O'Neill,
    Congratulations on your first report replication from Insights to Explore!

    I assume the issue you're referring to is similar to the one reported here: https://support.zendesk.com/hc/en-us/community/posts/360029583293-Excel-exported-is-not-in-the-same-format-in-Explore

    If so, this is something that is on the Explore team's roadmap & is being actively looked at. I don't have a specific timeframe yet, but we'll be sure to provide an update when we know more. 

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  • Jules

    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

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  • Nicole S.
    Zendesk Community Team

    Hi Jules,

    The best place to get assistance in the community is to post your specific questions in the Explore Q&A topic, where other users as well as some Zendesk team members can help you out.

    If you need to get in touch directly with a Zendesk support representative, here is information on contacting Zendesk customer support.

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