Overview of the Insights pre-built dashboard (Professional and Enterprise)

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3 Comments

  • Ale GL

    Is it possible to create a query to have the Geo Pushpin feature in Explore? I can't manage to do this and we need this to send monthly reports related to tickets created per country, we used to use the pre-built one in Insights, which just got deactivated in our account.

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  • Dave Dyson
    Zendesk Community Manager

    Hi Ale –

    Currently, the only way to create a query like that in Explore would be to capture location data yourself, either by asking customers when they create a ticket, or if you have location data for them in another system, possibly integrating that system with Zendesk or using our API to add that data to the user or ticket records in Zendesk. Unfortunately, the Geo Pushpin feature from Insights was limited in its accuracy as it was based on the user's IP address which isn't always accurate (e.g., sometimes when users are accessing the internet via a VPN), and wasn't available for all ticket channels.

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  • Ale GL

    Thank you @... for your prompt reply, I appreciate it. It's a shame it's no longer available, even if some users use VPN (which isn't very popular in LATAM, where our main markets are) it was incredibly useful to our reports, which are now disrupted by this change.

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