| Announced on | Rollout starts on | Rollout ends on |
| September 20, 2021 | February 1, 2022 | September 30, 2022 |
On February 1, 2022, we’ll start enabling Explore Lite on Zendesk accounts that previously didn’t have access to this reporting tool. Explore prebuilt dashboards will also be embedded in the Zendesk Support reporting page.
Once Explore is available on your account, we will complete the rollout by removing these three legacy Support reporting tabs after 30 days (all of which will be replaced by the Explore Support dashboard):
- Overview
- Leaderboard
- Satisfaction
Here’s how the reporting page will look at the end of the rollout:
Who will be affected by this update?
Accounts that are on one of the following legacy plans will get access to Explore Lite and have the legacy reporting tabs replaced:
- Support Essential
- Support Team
- Support Starter
- Support Regular
How will this update impact me?
If your account is on one of the legacy plans mentioned above, your reporting will now be powered by the most advanced Zendesk reporting tool. Data that you used to look at will be available in the same place, but within the Explore Lite dashboards.
As a result of this change, you’ll be able to:
- Access more than twice as many Support reports
- Apply data filters, including an unlimited time range filter, to hone your results
- Drill in to your data points to get a better understanding of your data
- Export your reports for sharing or manipulating results
- Use prebuilt Guide, Talk, and Chat dashboards that contain important metrics
When will this update take place?
You will get access to Explore Lite and have the legacy reporting tabs replaced sometime between February 1, 2022, and September 30, 2022. We will be onboarding accounts in weekly batches during this period. Each batch is randomly generated, meaning it’s not possible to know in advance exactly when this update will be available in your account.
Once enabled, you can get familiar with the new dashboards and features before the legacy reporting tabs are removed.
What action do I need to take?
Familiarize yourself and your team with the new reports layout and functionality of the Explore dashboards. To get started, see Understanding dashboards.
Where can I find the reports from the Overview, Leaderboard, and Satisfaction tabs?
- Reports from the Overview tab are available in the Tickets and Efficiency tabs of the Support dashboard. The benchmark report is not available in Explore yet, but you can find it on the Zendesk customer service benchmark page.
- The Leaderboard tab provided the agent-specific KPIs based on the tickets assigned to them; now you also have access to the ticket update data submitted by agents. For agent-level reporting, use the Assignee activity and Agent updates tabs in the Support dashboard.
- The legacy Satisfaction tab has its equivalent in the Satisfaction tab in the Support dashboard. For more detailed information about the individual satisfaction scores or their comments, drill in to any of the satisfaction reports.
Will the data in Explore be different than in the legacy reporting tabs?
Explore records data differently than the legacy reporting tabs, making its metrics more reliable and resilient. However, this means that some of the data in Explore will be slightly different compared to the legacy reporting tabs. For more information, see Discrepancies between Explore and legacy Overview, Leaderboard and Satisfaction reporting tabs.
What will happen next?
In the future, we will replace other legacy reporting tabs with Explore prebuilt dashboards. The next ones to follow will be Knowledge Base, Search, and Community. We will post separate announcements when we are ready for these updates.
Questions or feedback?
If you have any questions, feel free to leave a comment below or create a new post or comment in our user community.
12 Comments
Hey @...
I'd appreciate a clarification on :
"All other accounts already have access to Explore and will simply have the pre-built dashboards made available on the reporting page"
As we're on Enterprise and have the access to Explore,
What are the agents to expect when selecting the reporting tab ?
Will they see only Explore tab with the list of the specific Dashboards they have access to or the default reporting as well ?
@..., this is a good question.
Your agents will have access to the prebuilt dashboards that are currently available to them but now these dashboards will be also displayed on the Support reporting page. Custom dashboards will not be shown on this reporting page and agents will still need to access Explore for viewing them.
Good morning,
As I am reading the following comment :
Accounts that are on one of the following legacy plans will get access to Explore Lite and have the legacy reporting tabs replaced:
We have a Team account, but we cannot set up Explore Lite, the update has not arrived at our account. How is this possible? What do I need to change to have Explore Lite activated on our Zendesk Team account? Thanks
Hi chris dewippe,
I'm going to reach out to you directly in a ticket so we can take a closer look and see what might be going wrong here. We'll be in touch very shortly via email.
Hi,
Our Reporting tabs have still not been upgraded to Explore dashboards after the end of the rollout on May 31. What can be done to get this upgrade completed?
Thanks
I'm going to create a ticket on your behalf so our Customer Care team can look into your account.
You'll receive an email shortly stating your ticket has been created.
Cheers!
Hi everyone,
We had several setbacks that delayed the Explore rollout to the Support plans mentioned above. We are progressing with the rollout and target to complete it by the end of September. This announcement is updated with the new Rollout end date now.
My apologies for the inconvenience and any confusion this delay caused.
"Accounts that are on one of the following legacy plans will get access to Explore Lite and have the legacy reporting tabs replaced:
We have a Team account, but we cannot set up Explore Lite, the update has not arrived at our account."
this question was asked in this thread, and also applies to my account.
the last comment states "We had several setbacks that delayed the Explore rollout to the Support plans mentioned above. We are progressing with the rollout and target to complete it by the end of September."
it's September 26 and I still don't have updates or legacy access. I don't have notification of any changes still potentially happening? When I tap on "take me to Explore" I get a portal page saying I have no dashboards and I can't do anything on that page.
I have created a ticket for you and look into your concern directly. Please wait for my update via email and let's continue from there.
Hi everyone,
The Explore rollout is completed now. All accounts should have access to Explore and its powerful datasets. 🎉🎉🎉
If you have problems accessing Explore talk to your Zendesk admin. They need to ensure that the free or paid Explore subscription is enabled and it is enabled for your user profile. See Giving users access to Explore for more details. If you will encounter problems that your admin will not be able to resolve please reach out to our Support team.
October 3, 2022 - We have Support Team and when I choose the option "take me to Explore" it takes me to a page to downgrade to lite, or upgrade to professional or enterprise. On September 26 I still had access to the legacy tabs. This article states that I should have access to lite with our Team plan, but I cannot see the dashboards.
I'll create a ticket for you to investigate this further. Please wait for my update via email and let's continue from there.
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