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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.
51 Comments
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.
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?
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!
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?
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
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.
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 Bobby Quezada
Your account issue should have been resolved, apologies for the inconvenience.
Same thing happened to our account. Insights, gone. What's going on, ZenDesk?
Hello Bernard Merkel
Sincere apologies for the disruption. Our team has resolved the root cause and access has been restored to all affected accounts.
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.
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!
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 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.
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
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.
In Insights, you could see the trend of tickets by evaluating the number of tickets created and the percentage change from the previous period.
I have not been able to find this in Explore. Is it there and I just cannot locate it?
Hi Brad Marshall, I think this Explore recipe will help you create what you need.
https://support.zendesk.com/hc/en-us/articles/360045971794
I hope this helps!
Rob Stack, thank you for trying to help!
Unfortunately, that will not work. Insights would dynamically pull in the previous period. In that recipe, you have to specify the exact date range to be used.
For example, in Insights, I could select January 1-January 10. It would show how many tickets were created in that period and the change from the previous period (10 days prior to January 1) automatically. So I could select any 7-day range and it would and it would compare it to the previous 7 days. Or I could choose 30 days and it would compare to the previous 30 days. Or 90 days and the previous 90 days. This was very helpful in displaying changes over time.
Without Insights, I have to query the two different ranges independently and perform a calculation in a separate software application (e.g., Google Sheets) to determine the percentage change.
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
When will you be changing the link above labeled "Migration guide" under "Self-paced migration" to "Manually recreating all your reports in Explore"? You'll also need to update the page it links to to have the same title.
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