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Discussion: Introducing the Agent Mini-Dashboard

Jake Holman
suggested this on July 06, 2010 16:16

The Agent Mini-Dashboard

We're making more improvements to the Agent experience. When logging into Zendesk, we want to give Agents the ability to dive straight into work that needs doing, rather than the click-and-hunt of going to Views first.

Screen_shot_2010-07-02_at_11.51.35.png

So, we've introduced an agent mini-dashboard for all Agents and Admins. The idea of this is simple; show Agents exactly what Tickets they can take action on right away by showing the open ticket assigned to them as well as the open tickets in their groups. 

We're also interested in adding more information to the dashboard for Agents, as you can see it already shows the number of solved tickets for the week.
Have any suggestions? We'd love to hear them.

 

Comments

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Mark Rothfield
revealtools

Love the mini dashboards, very helpful!

I would add number of Pending tickets in your group as a separate panel on the mini-dashboard. Pending tickets often get ignored in favour of open tickets, when in many cases they simply require a nudge from the agent to the requester to keep the momentum going towards a ticket resolution.

Or perhaps this could be time based and configurable e.g. Open and/or Pending tickets last updated over X days ago

July 07, 2010 21:07
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Igor Vuksanović
cpp

Hi Jake,

I love this mini-dashboard idea, but here is the first problem.

We have a custom ticket field that we use to categorize tickets (example: Suggestion / Ticket). I created a view for agents that shows only open tickets that are in "Tickets" category, so it doesn't get mixed with suggestion and agents are focused on solving actual problems and not suggestions.

Mini dashboard shows number of all open tickets and this is confusing for agents. Will it be possible to show number of tickets based on views we created? For example in the edit view page there could be a check box "Show on mini-dashboard".

What do you think?

Thanks,

Igor

July 08, 2010 00:54
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Alan Wilson
senergyoilandgas

Chunky and difficult to resize. I'm happy just using the Views button.

To hide it add

#dashboard {
display: none
}

to your css widget.

July 08, 2010 02:50
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Alan Conroy
Project CS Beta Testers

I'd have to agree with Igor, we use the same methodology as him so the open tickets is not relevant to the agents day to day work

July 08, 2010 02:58
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Andy Rose
senergyoilandgas

I agree with Igor as well. If we could add our on personal Views it would be a lot more useful.

July 08, 2010 03:57
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Jeffrey Fearer

First I want to say that I really like this mini-dashboard thing.  It's a welcome addition, something that gives you stats as soon as you log in.  

 

Now that I have said that, I have to agree with Igor.  We use the My Unassigned Tickets view heavily, and have modified it with additional information and sorted it by Priority, not score (which honestly has no meaning to us, even after reading up on it).  

It would have been better to have this click into the My Unassigned Tickets view and pull up those numbers, or allow the users to select what it pulls from and where it goes.

July 08, 2010 05:54
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Jeffrey Fearer

Sorry, meant to say My Unsolved tickets view.

July 08, 2010 07:55
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Neil Lillemark
electriccloud

This presentation of data looks good.

I'd be interested in seeing the following information displayed:

Monday | Average Tickets: 12 | Tickets Today: 6

This makes some gross assumptions that there are day-based patterns on tickets, and gives the user some perspective based on data over perhaps the past 6 months.

July 08, 2010 09:22
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Neil Lillemark
electriccloud

Another comment - since Zendesk has yet to offer a sanctioned ON-HOLD status, we must use an additional field to mark such cases, but this also means that we must set our ticket Status to OPEN.  This renders the OPEN statistic being shown in this Dashboard as a mis-representation of what the agent is currently responsible for. 

The main point being that this dashboard looks good, but it would be more effective if we had the flexibility to define what rules were used to display inside these boxes, rather than using a canned view based on a rule which is assumed to be useful for all.

July 08, 2010 10:38
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Renee
Code42

I think the mini-dashboard is a good start. Next step - let us customize a bit. Let us choose up to a handful of views to display on the mini-dash (it looks like up to 3 will fit when the page width is at it's minimum value).

For example, the "open tickets in my group" value is totally useless for our team and just noise - we pay the attention to our own open tickets and to a custom view. We have metrics and goals based on those two views. I don't care how may tickets are open within my group.

July 08, 2010 11:11
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Maksim Ovsyannikov

Thanks all for the feedback.  We are already planning on making the dashboard more configurable.  For example, one great idea that surfaces in all of your recommendations is to allow you to pin any view that you have configured as an action button to the dashboard.

July 08, 2010 11:39
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Renee
Code42

It looks like the mini-dashboard open ticket count now includes all tickets in both "open" and "pending" state. That's not at all useful to us - it really just adds noise. We only care about tickets that are actually open, not pending.

Currently, the mini-dashboard serves no purpose for us and we'd be better off if we could disable it completely.

July 27, 2010 18:16
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Jake Holman
Product Manager

Hi Renee, yep, that's a mistake that I didn't catch before we updated yesterday. A fix for that will be included very soon.

July 28, 2010 02:00
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Renee
Code42

Ah ok, thanks Jake :)

July 28, 2010 07:21
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Jake Holman
Product Manager

@Renee: Should be all fixed now

July 29, 2010 09:24
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Lisa
Twitter Integration Beta

What is the purpose of the "open tickets in your group" count?  If it is truly to show agents what they can take action on, then shouldn't tickets with a status of "new" be included as well?  Showing only "open" tickets is quite an understatement for us.  And clicking on the number shows a list of all tickets less than solved.  This is pretty counter-intuitive - I click on a number that reads 35 and am taken to a paginated list of a couple hundred tickets.

If the functionality I've stated above is intentional, then here's another vote for allowing us to customize this dashboard.

August 10, 2010 15:12
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Stacey

I agree with Lisa. New tickets are as important as open since often they are not assigned yet. I would like to have a configurable view.

August 19, 2010 04:52
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Kevin
aonetworks

I would really like a third link in the dashboard to show Unassigned Tickets.  I want to draw my agents attention to the fact that we have tickets that are Unassigned, and still need someone to take ownership of them.

August 20, 2010 13:30
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Laine Campbell

I'd liike to see a dashboard for all of my agents instead of just me, as I do supervisory work.

September 02, 2010 11:58
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Andrew Bone
sciencesoft

The mini-dashboard is a good idea. It lets us see my tickets and my groups tickets quickly. However it is not customisable. So for example I would like to see a breakdown by Problems, tasks and incidents. A list by priority so only the top priority ones are listed. etc... i'e a list of work that needs to be dealt with immediately

I like Igor's idea of the 'Show on mini-dashboard' check box option for customisable views.

 

Thanks

October 26, 2010 02:04
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Patrick Casiano
novatel

I think the dashboard is showing the correct information for the agent.  They only see the tickets they need to work on sooner.

One more box showing the unassigned tickets would be very useful in our use case.  However if you are in a large company with many agents, it might not work out so well.  Make that optional.

 

To add to this, I think our users would rather see this dashboard than the "Check your existing requests"link on top when they login. And if  people in the same organization are allowed to see each others tickets, why not have the second box for that?  From a user perspective they see

7 of my tickets are open | 12 Tickets are open in my {{organization placeholder}}

Seems so much more personalized and welcoming to the user - agent or end user.

 

Thanks Jake:)

October 28, 2010 15:26
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Mark Rothfield
revealtools

+1 for Patrick's suggestion re: mini-dashboard for end users

October 28, 2010 16:12
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David Spence
officespacesoftware

Sorry for the newbie question, but I don't see the Agent Mini Dashboard in my account (still on the trial, with 3 Admins at the moment). Does it have to be activated? I looked in Widgets but it's not there

December 19, 2010 07:37
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Jake Holman
Product Manager

@Dave: Go to "Personalize your Zendesk" and uncheck "Hide the ticket dashboard on the home page", and the dashboard will show up for you!

December 19, 2010 11:40
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David Spence
officespacesoftware

Thanks Jake don't know how I missed that.

December 19, 2010 11:43
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Summer Reeves
gwii

First off, I agree with everyone's comments.  The mini-dashboard must be configurable to be really useful.

Second, I believe the point of any dashboard is to push your agents toward doing what you need them to do and the best way for that to be done is by giving them (and yourself) good visibility. 

As of right now with Zendesk, I believe that visibility is okay but no where near great.  What we really need is a full dashboard area that can be configured with custom ticket buckets (like in the mini-dashboard) that not only can be configured to what tickets show in the bucket but also how the information is presented. 

Having a bucket for Past Due Tasks = Good, having a bucket for Past Due Tasks that turns Red when ticket#>0 = GREAT!

Give different types of bucket presentations and be able to drag and place where you need them.  If you could do mini reports that would be even better.  Give it a customizable refresh rate so we don't have to use email to monitor tickets.  I think Zendesk is doing a great job and with every improvement getting better and better but the lack of full dashboards, keeps it from working to the best of it's ability. 

December 27, 2010 07:20
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Jake Holman
Product Manager

@Summer: What your suggesting is more along the lines of a full dashboard, as opposed to the mini-dashboard that currently exists, however we do plan on implementing full blown dashboards fairly soon. 

This will likely include being able to "pin" custom views to the dashboard.

December 30, 2010 05:03
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Summer Reeves
gwii

Thanks Jake, we're excited to see it.

December 30, 2010 06:11
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Bryan

Hi, Are you still considering adding greater customization to the Agent Mini-Dashboard? I would like to be able to filter what tickets appear to count towards the total. Specifically the ability to remove 'Tasks' from the count.

April 11, 2011 15:37
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Jake Holman
Product Manager

@Bryan: We are. However, it will likely only become a possibility once we implement full dashboards into the product. This way there will be more screen real-estate to play with, making customisation much easier. I believe dashboards are planned before the end of the year.

April 11, 2011 15:39
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Mads Skovbjerg Paldam

Hello, we're eagerly awaiting the ability to customize the dashboard for the same reason cited by other users above - we need a way to place tickets on hold (development requests etc) - we do this by categorizing, but then the "open ticket count" doesn't make sense. Would be lovely, if you just linked it to a named view instead of making it do a hard coded search.

Just my my two pennies worth to make a great product even better...

May 22, 2011 02:25
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David Goldberg
Callidus Software, Inc

Add me as a plus one on the full customizable dashboard.  I am getting complaints from my users about the mini-dashboard

May 31, 2011 12:06
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Dane Bendixen
myhourdoc
Simply adding the option to show other Views in the mini dashboard would be great.
August 26, 2011 12:08
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Taylorw
planguru

This is a great idea.  I have developers who have incidents that require imediate response, and development items that must be fixed before our next product update.  I want to make them both visable on the dashboard, but not have them confuse the two. 

September 21, 2011 14:18