Using the legacy Reporting Overview

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9 Comments

  • Bart

    @...

    Guys. The whole dashboard reporting section is gone. All you got left is the Knowledge base and Community and Search sections left:

    Please create a dashboard where those previous values were present. A lot of our higher ups use this and don't want to navigate to explore to create dashboard or look at those dashboards there. 

    Please bring those back - whilst adding where the tab "Insights was" "Explore" so that you can add dashboards from Explore there, but keeping the remaining ones there. I inquired about this a while ago and was told on your community forums that those existing reports and dashboards would be replicated and left as is. 
    Thanks for looking into this.


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  • Grzegorz

    Hi Bart,

    Thanks for your feedback! As of today, we're not going to bring these reports back into the Reporting overview as we're in the final stage of replacing Insights with our native analytics tool Explore. In Zendesk Explore, you'll find the same statistics and even more data in the default Zendesk Support dashboard: https://support.zendesk.com/hc/en-us/articles/360022367893.

    I understand that opening a separate product to view these reports may be inconvenient at first, but we're collecting feedback and reviewing your comments. Make sure to subscribe to this article to not miss any updates.

    Thanks for your understanding!

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  • Bart

    That's a shame Greg, 

    Because I was under the impression that these would remain as mentioned 9 months ago here.

    Hopefully, these kinds of changes are thought through as Zendesk develops other core parts. Many of your users have been bringing this up in other parts of the community.  I can see why my CEO is looking to move to systems like HubSpot or others when replacing dashboards that they have used for so long suddenly become unavailable. Explore is wonderful and a pleasure to work with, but not being able to add those core Dashboards which they use as an overview of how the business is doing with volume is an oversight. 

    Thanks for taking this into consideration!

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  • Eugene Orman
    Zendesk Product Manager

    Hi @...

    Thank you for your feedback. My apologies that the move from Insights and the legacy reporting tabs wasn't communicated well enough. 

    I think there was a bit of miscommunication on the community post you mentioned. There was no 1:1 replacement of the legacy dashboards. Instead, the legacy reporting dashboards were deactivated and Explore prebuilt dashboards become available that include these same stats + more new reports and filters. 

    We can not bring the legacy dashboards back but we can improve the prebuilt Support dashboard. Please let us know what you are missing in the Support dashboard and we will investigate if this can be introduced to this Explore dashboard.

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  • Bart

    @...

    No need to apologize. We all knew explore was replacing Insights came 5th of Feb. 

    But it's unfortunate that these were not replaced 1:1. The reporting Icon to the left of Zendesk now feels barren.

    I'd like to; as I'm sure many in the community would like to; see an option to populate this area with the standard zendesk support dashboard embedded there.

    Have permission settings built to adjust who can view it by admin or agent. Allow for the options to add tabs to add more Dashboards to this section with dashboards you yourself build within additional tabs. Otherwise I feel like this whole section will get abandoned and fulfil no function :(

    Please do not remove the last 3 tabs which aren't possible to see in explore yet. 

    Thanks for your consideration

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  • Eugene Orman
    Zendesk Product Manager

    @...

    Thank you for sharing your thoughts about how making the Support Reporting section useful again.  We are currently working on populating it with the prebuilt Explore dashboards. The next step will be to allow adding custom dashboards to this section, but it is not on the immediate roadmap. 

    You can spin-up a feature request in the Feedback on Explore section about this topic. It will help to see the community's interest and will allow us to prioritise this feature.

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  • Bart

    Done and done @...

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  • Ashley

    I really miss having this view. 
    It was helpful and my regular managers used it daily . 
    Bring it back please!

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  • Dave Dyson
    Zendesk Community Manager

    Hi Ashley, thanks for your feedback. If you wouldn't mind, please upvote and add your use case to the comment thread in Bart's product feedback post here: Repopulate Reporting Section

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