Oren Werker

Thank you, Walter for the update.

 

For our usage (and from the comments here for others as well), embeddable dashboards will simply not be enough.

Apart from being able to shape data for different needs, the biggest issue is that only through Insights/GoodData can we properly expose time usage patterns (by date/customer/agent/ticket type etc) then consume those patterns in external systems.

In my eyes, embeddable dashboards are a Professional level solution, not Enterprise.

To maintain what we currently have out of the box, we will be forced to trawl through the audits table, track ticket time changes, import them into somewhere else then shape them in useful patterns. Effectively, we'll be forced to build a parallel EDW for data that already exists in Zendesk (and available via Insights).

In addition, even if embeddable dashboard were a solution, your expected ETA is *after* Insights is retired. What do you expect your enterprise customers to do in the mean time?

Can Insights stay up until some feature parity is achieved in the backend?

I am happy to take this offline with any of your crew to show you how we use the Insights API in ways that cannot be achieved without similar endpoints in Explorer.

 

API for Explorer are vital for us.

We currently programmatically a fair bit from Insights-

1) Populate agent's time sheets

2) report on agent utilisation in Power BI

3) Report on time consumption to our customers via BrightGague

 

The main theme is the reporting on time information which, traditionally only available from Gooddata/Insights.

If Insights is retired before these features are available, it will be a massive breaking change for us.

 

Not looking for full feature parity with Insights (yet?) but something that allows us to programmatically consume curated reports is critical