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:
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.
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.
I hope this helps!
@..., 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.
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.
Can I not transfer my old GoodData reports over to Explore?
Hello, it's well over the 5th of February now, but insight tab is still there, when will you be removing it in favour of explore?
This is a gradual removal so that may be why you still see this tab on your account. Moving forward you will want to use Explore as the Insights tab will be removed soon from all accounts.
is there a way to go back at this point to turn of emailing of scheduled reports.? I do believe some of our report creates missed this step
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!
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