Announcing Guide legacy reporting upgrade to Explore

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  • André B.

    Sorry to hear that you are retiring the old dashboards. Those were quick, easy and convenient, while Explore is powerful but slow, complicated and not very user-friendly.

  • CJ Johnson

    I'm concerned that there's no mention of the Guide reporting being expanded. Currently, none of the search term data is available in Explore, it's only available in this section that is going away. Can we get some reassurance that you won't be removing the old reporting before you have reporting parity in Explore? 

  • Eugene Orman
    Zendesk Product Manager

    Hi, thank you for the prompt feedback. 

    André B. can you please share which parts of the Guide dashboard powered by Explore feel complicated to you and which functionality of the legacy dashboard you will be missing. This will help us to improve the functionality of the Guide dashboard. 

    CJ Johnson, the search data is available in the Search tab of the Guide dashboard and in the Guide: Search dataset. Let me know if you are referring to something else.

  • Carrie Boogaart

    Question about this - My metrics on the Support > Reporting > Search are different than the numbers I'm seeing under Explore > Guide > Search.

    For example last week the Support Reporting says we had 734 searches and 23 tickets created, and Guide Reporting says we had 1207 searches and 107 tickets created for the same time period.

    Are these numbers being pulled from the same places? We have historic numbers we've been pulling from the Support Reporting and there seems to be a drastic difference on the Guide Reporting side. Am I missing something?

  • Rosie Balagbis
    Zendesk Customer Care
    Hi Carrie, 
    Search data in legacy Reporting Overview in Support includes end user and agent searches in your help center, as well as searches in the mobile SDK and Web Widget, if you have set up those channels. But instant searches and autocomplete searches are not counted. While Search data in Explore shows information about the searches that users performed and the terms they searched for in your knowledge base. 

    One thing as well is, it could be related to the different timezones used. Explore uses the Timezone in the user profile. While in Support it depends on the Timezone you set in the primary Zendesk account. But this is a very rare situation. 

    There could be a few causes for this behavior. However, as the “native” reporting dashboards in Zendesk Support will be replaced, it would be best to use the Explore dashboard moving forward since we are no longer maintaining the legacy reporting dashboards in Support.
    You can find additional information about the Search dataset in Explore here: Explore Guide Search dataset.
  • Carrie Boogaart

    Rosie Balagbis Thank you, that is really helpful. I like that instant and autocomplete searches are included in the Explore Guide data. I think I'm just going to put an anecdotal note that marks when I switched to the Explore Guide stats and go forward with these stats!

  • Eugene Orman
    Zendesk Product Manager

    Hi everyone, 

    We have moved the Rollout start date from October 25, 2022 to January 25, 2023. This will give you and your team more time to adopt Guide reporting datasets and dashboards in Explore.

  • Lezil Calumba

    Hi Everyone,

    May I ask where on the dashboard can I check the FRT (First Reply Time). Is this data available?

  • Christine Felicia
    Zendesk Engineering
    Hey Lezil,

    You can use this Explore recipe to create a Reporting on First Reply Time. Thanks!
  • Chris Brown

    Hi all, the legacy Knowledge base report had a Net Votes tab. Where can I access this in the new Explore dashboards? I would like to see total votes (both negative and positive, not an average) over a time frame. Thank you!

  • Orsolya Forster
    Zendesk Product Manager

    Hi Chris Brown,

    Net article votes (average) is currently available in the Knowledge base dataset in Explore, and you will also be able to track total votes, upvotes, downvotes over time once the update is released.


  • Cinthya Rosas

    Hi everyone,

    I recently had access to this section of reports on the platform, throughout 2022 the platform never let me access until now, unfortunate.

    Today I was reviewing the statistics of use of searches without results (In explore) vs those of reporting and they differ a lot, in this time interval 07/22/2022- 07/29/2022 we still did not have the web widget installed and the only means of viewing the content was through the help center, no other means, so I don't understand why there are two such different results. I hope you can help me solve this doubt. Thanks!


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