Getting started with Zendesk Explore Follow

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15 comments

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    Nienke

    Where is data stored when you link it to your Explore account? EU, or US?

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    Ian Alexander

    Hi Nienke,

    Thanks for the question. During our Early Access Program data is stored in the US. After our General Availability release, customers will have the option to store their data in either the US or EU.

    2018-7-11 - Excited to update you and let you know that Explore is available both in US and EU, based on the location of you Zendesk instance.

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    Nienke

    Thanks Ian, and if I have the security add-on on my Enterprise plan, would that allow me to choose where I keep data?

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    Tony Dell'Ario

    Does opting into this program replace the current Reporting page in our Zendesk instance, or is it a separate environment? We'd like to make sure that by checking this feature out we'd still have access to our data and reporting presentation as it is in case we don't find this new feature satisfactory.

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    Andrew Forbes

    Hi Tony - Access to Zendesk Explore will not replace the current Reporting page in your Zendesk any time soon. Both reporting interfaces will run in parallel. 

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    Andrew Forbes

    Hi Nienke - Data storage is based on the location of your Zendesk Support instance, so if your Support instance is hosted in the EU, then your Explore data will be too. 

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    Justin Smith

    Will Explore be replacing GoodData/Insights?

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    Chandra (Edited )

    To follow up on Justin's question, if it does replace GoodData/Insights, will our existing reports be migrated or will we have to recreate them? Also, if we currently have a plan that includes GoodData/Insights reporting, will it include this solution or will we have to start paying extra for it?

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    Brooke Wayne

    Right now, it looks like it'll only work with Support and Talk data. Any plans to include Guide in this? There is no advanced reporting with Guide in GoodData/Insights, so I'm very curious to see if Explore will remedy that in the near future.

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    Vincent Dollet

    Hi Justin & Chandra - Explore will eventually replace GoodData / Insights.

    We are planning to release Explore Professional later this year. Any customer having access to GoodData at the time of the commercial launch will be grandfathered onto Explore Professional (i.e. no extra charge).

    We'll share more information on migration details & timeline shortly.

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    Vincent Dollet

    Hi Brooke - we have released reporting for Guide Answer Bot and Guide Knowledge Capture a couple of weeks back. In October, we'll introduce reporting for Guide Team Publishing and Chat. 

    And we are planning a lot more in 2019! Looking specifically at Guide, one of the key themes will revolve around content consumption. If you have particular use cases you'd like us to consider, don't hesitate to share them here: https://explore.zendesk.com/hc/en-us/community/posts/360004294548-Help-Center-Reporting

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    Niels

    Hi,

    I'm trying to find my way around Explore.
    I have created some custom metrics in Gooddata, among which the time tracking metrics described in your HC recipe - but now I can't find them in Explore. The metrics are set to be public.

    Alternatively, when I tried to re-create this metric in Explore, I couldn't use the recipe that I used for Gooddata.

    Would you have any advice on this?

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    Stéphanie Motta

    +1 for Niels comment!

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    Rob Stack

    Hi, we have some information about calculated metrics at https://explore.zendesk.com/hc/en-us/articles/236355787-Calculation-types-reference

    This does include a link to date and time metrics. Does this help at all?

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    Vincent Dollet

    Hi Niels & Stéphanie - we have an issue with the ticket fields created by the Time Tracking app. To be specific, their names include a '(' character, which is currently not supported. We are working on a fix - however I don't yet have an ETA. Thank you for your patience.

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