Explore FAQ: General, Activation, and Billing

This article will help you answer some of the most frequently asked questions about Zendesk Explore. The questions in this article are general questions and questions related to enabling Explore and billing.
This article contains the following topics:

  • General
  • Activation and Billing
  • Upgrade from Insights


What is Zendesk Explore?
Explore is an analytics and reporting for your Zendesk business data. It will help you understand your business, your agents, and your customers.
Is Explore a replacement for Statistics?
Explore has replaced Insights as the latest generation of data analytics software in the Zendesk suite of products.
How do I find Explore?
You’ll see the Explore icon on the product dashboard or the Explore tab in the Reports menu.
When will Insights disappear?
Statistics have now been removed for most customers. If you used Stats before, you would now need to go to Explore.
How do I find out when new Explore updates are released?
Follow our notifications to be the first to know about an update to the Explore feature.
Which web browsers does Explore support?
Explore supports the latest two major versions of the following web browsers:

  • Google Chrome
  • Microsoft Edge
  • Firefox
  • Safari

No versions of Microsoft Internet Explorer are supported.
Is Explore HIPAA Compliant?
The Health Insurance Portability and Accountability Act (HIPAA) is a set of rules and regulations designed to protect the privacy and security of individuals’ personal health information (PHI). Explore can be configured to comply with HIPAA rules and regulations regarding business associates.

Activation and Billing:

Is there a court? Can I try to Explore before I buy it?
Explore is included with all versions of the Zendesk Suite. Reporting and analysis options vary depending on the suite plan selected.
I am a standalone customer of Zendesk Support. Do I get to explore?
Yes. If you purchased Support Professional or Enterprise after November 13, 2018, you automatically get a free 14-day trial of Explore Professional. During or after the trial period, you can either sign up for Explore Professional or Enterprise (for a fee) or use the free Lite version of Explore.
How long do I have left on my 14-day trial of Explore Professional?
You can view details of all your Zendesk subscriptions in Settings > Subscriptions under Support. In addition, the remaining trial time is displayed on the top bar of the Explore console.
How many Explore seats do I need to buy?
You must purchase the same number of survey seats as you have Zendesk support agent seats.

Upgrade from Insights:

What are the differences between Explore and Insights? Explore Lite and Explore Professional?
Compare Explore versions and get a great comparison between Explore Lite, Explore Professional, Explore Enterprise, and Insights.
There seem to be different reporting options with Zendesk. How do I know which one to use?
Learn about reporting options and see what’s available with the plan you’re using.
I activated the Explore feature, and the integrated overview page is now missing some tabs. What happened?
After switching to Explore, the Overview, Scoreboard, and Satisfaction tabs are removed from the integrated reports page. You can use the pre-built Explore dashboards for these reports. The Knowledge Base and Search tabs (for guides) and the Community tab (for Gather) are not supported by Stats and will not be removed.

If there’s a question you’d like to see on this page, tell us in the comments below. However, if your inquiry is urgent, please contact us using one of the normal channels.

Leave a Reply

Your email address will not be published. Required fields are marked *