Announcing legacy reporting upgrade to Explore

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10 Comments

  • Sagi M. Welzman

    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  ? 

     

    1
  • Eugene Orman
    Zendesk Product Manager

    @..., 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.

    0
  • chris dewippe

    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: 

    • Support Essential
    • Support Team
    • Support Starter
    • Support Regular 

    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

    0
  • Aubree
    Zendesk Customer Care

    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. 

    0
  • Scott Gill

    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

    0
  • Brett Bowser
    Zendesk Community Manager
    Hey Scott,

    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!
    1
  • Eugene Orman
    Zendesk Product Manager

    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.

    1
  • Christine

    "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 

    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. 

    1
  • Dane
    Zendesk Engineering
    Hi Christine,
     
    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.
    0
  • Eugene Orman
    Zendesk Product Manager

    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.

     
    0

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