Explore is the latest Zendesk analytics software. We are in the process of moving customers from Insights to Explore. This FAQ answers common questions you might have when you move to Explore.
If you have a question that's not covered here, please add it to the comments section at the end of this article.
This article contains the following topics:
General
- When is Insights going away?
Insights has nowbeen removed for most customers. If you used Insights before, you'll now need tomove to Explore, the latest generation of reporting for Zendesk products.
- 有三个水平探索计划。它会l I get?
Explore has three plan levels, Lite, Professional, and Enterprise. SeeComparing Explore versionsto learn about the differences between the plans. If you currently have Insights or have been migrated from Insights, you'll get Explore Professional free of charge.
If you moved from Insights to Explore, the free version of Explore you’ll get is known asExplore Professional (Legacy). This currently contains all of the features of Explore Professional.
- I already moved to Explore and am ready to deactivate Insights right now. What do I need to do?
Contact customer supportand we’ll deactivate Insights for you.
- I purchased the Zendesk Suite. Which version of Explore do I have?
- Suite Team and Growth plans - Explore Lite
- Suite Professional plan - Explore Professional
- 套件的企业发展se and Enterprise Plus plans - Explore Enterprise
Activating Explore
- When I try to access Explore, I get a message saying I don’t have permissions and to contact the administrator. I am the administrator.
As an admin, you'll need to configure your user profile in Support Professional or use Support Enterprise custom roles to grant yourself access. Use the process inActivating Explore and configuring your accessto do this.
- What will change when I move to Explore?
After you move to Explore, theOverview,Leaderboard, and满意度tabs are removed from the built-in reporting page. You can useExplore pre-built dashboardsfor those reports. The亚博官方appandSearchtabs (for Guide),Communitytab (for Gather), andTalktab (if Talk is enabled) are not powered by Insights and won't be removed. You’ll also no longer see theInsightsorGooddata(which powers Insights) options on the reporting page. The shaded areas on the screenshot below indicate the options that will be removed.
Explore features
- I've read theComparing Explore versionsarticle and it looks like there are a few areas where Explore doesn't have feature parity with Insights. Are you planning to address this?
Yes! We are working hard to add new features to Explore all the time to give you the best reporting experience possible. Follow ourannouncements sectionto keep up to date with new releases.
- What are my options for moving my existing Insights reports to Explore?
You have three options:
- Use ourself-paced migration resourcesto help you move your reports
- Have our professional services teammigrate you to Exploreand manage your migration process from end to end
- If you work with an Implementation Partner, reach out to discuss options and any potential offerings from their services team
What's changed?
- I activated Explore and now some tabs are missing from the built-in reporting page. What happened?
After you move to Explore, theOverview,Leaderboard, and满意度tabs are removed from the built-in reporting page. You can useExplore pre-built dashboardsfor those reports. The亚博官方appandSearchtabs (for Guide), and theCommunitytab (for Gather) are not powered by Insights and won't be removed.
5 Comments
Hi! I am still (after 2.5 years) waiting for real Zendesk Guide Explore metrics (Help Center stats, popular articles, time spent on articles, search queries, failed searches, rather than "AnswerBot" and "Knowledge Capture" which doesn't show much insight, if at all, into my customers' usage on my Help Center). When will these be available?
Also:https://support.zendesk.com/hc/en-us/community/topics/360001468813
Results in:
HiJudd Higgins, thanks for the feedback. This article indeed needs some updates which I'll do soon. In the meantime, the real-time dashboard EAP with the broken link is now a live feature. Seehttps://support.zendesk.com/hc/en-us/articles/360034193233
We've also started to take steps to make more Guide knowledge base data available including pageview statistics and Team Publishing data. Seehttps://support.zendesk.com/hc/en-us/articles/360034193233
We have much more planned for these capabilities, so please follow our announcements section to be the first to know about new features. Thanks!
Hi,
Can someone tell me why should we use Explore not insight? What is the business value it brings?
Regards,
Waseem Khan
Hi Waseem,
Zendesk Explore is the official reporting product for Zendesk, and we are migrating away from Insights. Explore offers significant improvements over Insights, and our team is dedicated to making Explore the best customer analytics product on the market. Some of the improvements you’ll notice right away are:
Better pre-built reporting and easier ways to build charts & dashboards
Richer calculation and customization options
New compliance standards (Data Locality, HIPAA, SOC2) and roles & permissions
Faster data refresh and improved data refresh rates (especially beneficial for Support Professional customers)
More information regarding the comparison of Explore and insights can be foundhere.
Pleasesign into leave a comment.