Use this article to help you understand the major differences between Explore plans and Insights. You'll also find links to information in the Explore docs to help you get started.
Important: Zendesk is removing Insights reporting on February 5th, 2021. If you are using Insights, you’ll need to move to Explore, the latest generation of reporting for Zendesk products, before that time.
This article contains the following sections:
General
| Feature | Insights | Explore Lite | Explore Professional | Explore Enterprise |
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| In-product getting started tutorials (learn more) |  |
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| Access roles (viewer, editor, admin) (learn more) | Limited | |
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| Use Support Enterprise custom roles to assign Explore permissions (learn more) | |
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| Granular editor authorizations to control the datasets and dashboards that users can view and edit. (learn more) | |
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| Data refresh rate (learn more) | Hourly/Daily | Daily | Hourly plus live dashboard | Hourly plus live dashboard and live data |
| Data can be located in European Union (learn more) | |
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| Advanced account settings like default colors, export separators and roles (learn more) | |
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Data sources
| Feature | Insights | Explore Lite | Explore Professional | Explore Enterprise |
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| Zendesk Support data, including tickets, ticket updates, users, organizations, backlog history, and SLAs. (learn more here and here) | |
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| Zendesk Talk data (learn more here and here) | |
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| Zendesk Chat data (learn more here and here) | |
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| Zendesk Guide data (learn more here and here) | Limited | |
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| Multi-select and multi-line custom fields (learn more) | |
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Custom reports
| Feature | Insights | Explore Lite | Explore Professional | Explore Enterprise |
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| 500+ customization options (learn more) | |
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| 20+ visualization types (learn more) | |
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| Intelligent visualization selector to choose the optimum chart type automatically (learn more) | |
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| Drag-and-drop chart builder (learn more) | |
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| Easy-to-use calculations (learn more) | Limited | |
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| Calculated attributes (learn more) | |
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| Result manipulations (learn more) | |
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| Axis configuration options (learn more) | Limited | |
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| Displaying results by color and size (learn more) | |
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| Advanced interactions and filters (learn more) | Limited | |
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| Customizable datatips (learn more) | |
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| Rows selector (learn more) | |
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| Advanced trend line (learn more) | |
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| Forecasting using the Holt Winters model and "What if" analysis (learn more here and here) | |
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Custom dashboards and sharing information
| Feature | Insights | Explore Lite | Explore Professional | Explore Enterprise |
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| Advanced dashboard widget customizations (learn more) | |
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| Change dashboard attribute or metric widget (learn more) | |
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| Bookmarks to save current dashboard state (learn more) | |
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| Dashboard sharing with individual agents or agent groups (learn more) | |
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| Real-time dashboard (learn more) | |
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| Schedule dashboards for delivery to agents (learn more) | |
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| Schedule dashboards for delivery to end-users (learn more) | |
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| Share dashboards with users who don't have a Zendesk account (learn more) | |
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| Test emails before scheduled delivery (learn more) | |
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Note: If you've been migrated from Insights to Explore or if you're currently using Insights, you get a free version of Explore known as Explore Legacy. This version is identical in functionality to Explore Professional except that:
- It includes the following features that are not part of Explore Professional:
- It does not include features released after October 11, 2022, including access to the Explore live dashboard.
See the list of Legacy features in About the Explore Legacy plan.
2 Comments
Can someone tell me how to create an hourly report for each day of the week for incoming Chat? I have the enterprise suite/agent workspace. I'm having great difficulties in creating a new one for this, so any help is appreciated. Thank you.
Please refer to the sample report below.
I have used the "Chat Started - Hour" attribute in Calculations > Rename Values for Hourly Chats AM/PM. More information can be found here Explore recipe: Using renamed and ordered sets to change displayed values.
Feel free to optimize it depending on your preference. Hope this helps!
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