Zendesk Explore - Stuck at "Your free trial has expired but you can keep using Explore with a paid plan." | Community
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Zendesk Explore - Stuck at "Your free trial has expired but you can keep using Explore with a paid plan."

  • August 17, 2023
  • 4 replies
  • 0 views
Assen

Greetings!

I'd like to ask for the Community's help in case someone has run into this exact challenge. 

We finished our trial several weeks ago and went with Support Professional. Have been unable to use Explore however as each time we try to launch it, it takes us to this screen where it tells us we're on Explore Lite in the top right corner and gives us different plan options (none of which are selectable). We still have a ticket open with Support and our Account Manager, but they're going in circles too.  Had no problems using Explore during the trial. 

Has anyone run into this screen in the past and if yes, how were you able to bypass it? 

 

Thank you in Advance :) 

 

    4 replies

    Viktor14
    • Viktor14
    • August 18, 2023
    Hello Assen,

    Thanks for sharing. Regarding your screenshot -> It is related to Explore legacy plans

    Unfortunately, standalone plans are not supporting Explore at this moment. 
    If you wish to use Explore - the best option is to upgrade your plan from Support Professional Standalone to Suite

    Hope it helps

     
    Assen
    • Assen
    • Author
    • August 18, 2023

    Hi Viktor, 

    I really appreciate the speedy response. We're still working with out Account Manager on this. 

    I did find a week or two ago the article that you provided a link too and read it again today. Explore Lite is listed as an option for Support Professional. And it even stated "Current Explore plans" at the top:

     

    And if we look at the current list of features listed under Support Professional, it clearly states there that there are pre-built Analysts Dashboards included. Dashboards that we can't access without Explore, and which we also had while doing a TRIAL of Support Professional. 

     

    Please kindly review this again and let me know if the info that I provided above is incorrect. There's a big mismatch here and I want to make sure that we address this in case someone else runs into the same challenge. 

    Thank you so much 

    Viktor14
    • Viktor14
    • August 18, 2023
    Hello Assen,

    Thanks for your feedback. I understood that you are working with the account manager on it. 
    Please accept my apologies for all inconvenience with that and for any confusion with our docs. 
    The Pre-build analytics dashboard is general analytics from Built-in reports. 
    From our pricing page you will see that Explore is part of the Zendesk Suite:

    Hope for your understanding,
    Assen
    • Assen
    • Author
    • August 21, 2023

    Hi Viktor, 

    No need at all for apologies. Our ticket has now been transferred to someone else and we're patiently waiting for any resolution. 

    Our challenge is that at the moment we have zero reports, zero dashboards, zero analytics or anything of that sort. The only dashboard that we can access is on the Home page and it simply shows us the # of tickets. 

    From what I can tell, pre-built reports are something of the past. The reporting for ALL NEW PLANS has been moved to Explore. 

    From the moment we signed up for the Support Professional trial, up until now (where we're a paying client for Support Professional), there has never been any pre-built reporting or analytics available. Only a screen that tell us we have to use Explore (which we did without issues during the trial). 

     

    Thank you so much 

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