Zendesk Insights/GoodData
Before we start creating our own reports, let us go through the overall structure and the corresponding terminology first.
Zendesk refers to Insights as a science lab for data. It allows us to examine our data more closely. Zendesk Insights is powered by GoodData, an external service. GoodData receives our Zendesk data and provides the functionality to create more complex reports, which are then embedded within our Zendesk environment.
When enabling Insights in Zendesk, we automatically receive access to a GoodData account. As this account is automatically linked with our Zendesk account, we do not have to worry about an initial setup.
Our GoodData project contains dashboards, which are divided into tabs. Each of the tabs is populated with reports.
For instance:
One of our prebuilt dashboards is the "Insights" dashboard. This dashboard contains tabs like these:
Overview
Tickets
Satisfaction
Prediction
Efficiency
Agent Activity
SLAs
If we want to, we can create...
