The Evolution of Zendesk Explore: What You Need to Know

If you’ve been with Zendesk for a while, you know that reporting has always been an area of growth and change. From the days of GoodData’s Insights tool to the launch of Zendesk Explore in 2018, analytics have evolved significantly. Now, Zendesk Explore is entering a new phase with a modernized dashboard builder and a refined approach to data retention. If you rely on Explore for reporting, it’s time to take note—big changes are coming.

A History of Complexity

When Explore replaced Insights, it introduced a more flexible and powerful way to analyze customer service data. But it wasn’t without its challenges. Novice users struggled to maximize its potential, and even seasoned admins often found themselves deep in documentation or community forums looking for answers. One of our core tenets at 729 Solutions has always been helping Zendesk users tap into the power of Explore, but we’ll admit—sometimes it wasn’t easy.

With that in mind, Zendesk has been hard at work refining Explore’s capabilities, and the new dashboard builder is a testament to that effort.

Meet the New Explore Dashboard Builder

Zendesk’s latest dashboard builder is a sleek and powerful upgrade designed to simplify reporting while maintaining the flexibility that users need. Here are some of the highlights:

• Prebuilt Templates: Get up and running quickly with out-of-the-box templates for common reporting needs.
• Enhanced Visualization Options: More chart types and improved formatting controls for greater customization.
• Drag-and-Drop Customization: Easily rearrange and resize dashboard components without complex configuration.

However, as with any transition, there are trade-offs. Some features that users relied on, such as sharing time filters across tabs, aren’t available yet. Additionally, bookmarks—a feature in legacy dashboards—have been replaced by filters, which may require some adjustments to existing workflows.  You can find a complete list of feature comparisons here. 

The Clock is Ticking for Legacy Dashboards

If you’re still using legacy dashboards in Explore, now’s the time to plan your migration. Zendesk has announced key dates for their deprecation:

• March 5, 2025: Last day to create legacy dashboards.
• July 7, 2025: Last day to edit existing legacy dashboards.
• November 4, 2025: Legacy dashboards will be deleted permanently.

While the dashboards themselves will be going away, the underlying reports will remain intact. Zendesk has also provided a free migration tool to help with the transition, but don’t wait until the last minute. Migrating sooner rather than later will ensure a smooth transition without disruption to your reporting.

Data Retention Policy Changes: What You Need to Know

Another major change on the horizon is Zendesk’s new data retention policy for Explore. Going forward, Explore will retain data for 37 months—a shift designed to improve performance and scalability. While this doesn’t affect ticket data stored in Zendesk itself, it does mean that historical reporting beyond that window will require alternative solutions.

For customers who need long-term data retention, third-party tools like Qvasa, a 729 Solutions partner, provide an enhanced reporting experience. Qvasa not only extends Zendesk’s data storage but also infuses reporting with real-time insights and AI-driven analytics. If you depend on multi-year trend analysis, now’s the time to explore your options.

Next Steps: Get Ready for the Future of Zendesk Reporting

Change is inevitable (except from a vending machine), but Zendesk’s evolution of Explore is built on years of customer feedback and a clear understanding of product limitations. While no transition is without challenges, embracing these updates now will position your organization for success.

Here’s what you can do today:

• Attend Zendesk Relate to talk directly with Zendesk product experts.
• Book a free consultation with 729 Solutions to discuss your reporting needs and migration strategy, and get a free Zendesk Health Check while you’re at it to ensure your instance is ready for the transition.

The future of Zendesk reporting is here, bringing new tools, enhanced efficiency, and a redefined approach to data analysis. Whether you’re excited about the sleek new dashboard builder, concerned about data retention changes, or preparing for the legacy dashboard sunset, now is the time to act. Proactively adapting to these updates will help you unlock the full potential of Zendesk Explore and ensure that your reporting remains seamless and effective. Let’s make sure you’re ready for it.