Hello, Zendesk community! Following the announcement regarding the transition to the new Explore dashboard builder, we've revised our plan and put together this post to give you a comprehensive overview and address any concerns you might have.
Connect with us live
Before we delve into the transition details, we invite you to join us at our PM Roundtable on November 2, 2023. This live session provides an excellent opportunity for you to connect with our product team, ask questions, share your feedback, and learn more about the exciting features and improvements the New Dashboard Builder brings to your Zendesk experience. We look forward to seeing you there!
Why is Zendesk making this change?
The move is driven by our commitment to simplifying how dashboards are built. Many of you shared how the classic experience has a steep learning curve. With the new dashboard builder, we want to provide a flexible, user-tailored experience that gives control and visibility to editors. This new experience represents our commitment to empowering you to create dashboards you're proud to share.
The transition will take place using a phased approach over a 12-month period to help you prepare and adapt to the new interface gradually – starting with the General Availability (GA) of the new dashboard builder, currently planned to launch no sooner than Q1 2024.
You can rest assured that Zendesk will notify account owners and administrators via email before the GA date, with reminders along the way. We will also share a detailed timeline with more information about what you can expect in each phase to guide you through this change. In the meantime, here is a high-level overview of the transition plan:
Phase 1 - Beta dashboard builder GA release (4 months): The GA release of our new dashboard builder will include a host of exciting features like tabs, exports, schedules, and the ability to link filters across different datasets.
During this phase, while users have the option to continue using the classic builder, it's important to note that our primary focus will be on the development and improvement of the new dashboard builder. As a result, there will be certain limitations for those continuing with the classic experience:
- Only highly impactful bugs will be fixed in the classic builder
- No enhancements will be made to the classic builder
Phase 2 - Transitionary period (4 months): Following the GA release of the new dashboard builder, there will be a transitionary period of approximately four months.
During this time, you’ll still be able to edit your dashboards using the classic builder, but you won’t be able to create brand-new dashboards with it. This transitionary period will enable you to gradually adapt to the new interface and take advantage of its enhanced capabilities at your own pace.
At this stage, you’ll also know how your shared dashboards are being used and will be able to identify the relevant dashboards you want to rebuild using the new dashboard builder.
Phase 3 - View-only access to classic dashboards (4 months): After the transitionary period concludes, dashboards built with the classic builder will remain accessible to all users who have access, but the capabilities will be limited to view-only mode, as edit access to the classic builder will be removed. View-only mode for dashboards built in the classic builder will remain in place for another four months.
- Retirement of the classic view-only experience: In order to be transparent about our future plans, four (4) months after the start of the "View-only access to classic dashboards" phase, we will fully retire the classic dashboard. This means that the classic dashboard will no longer be available for use after this period.
This phased approach is represented in the visual below.
Your questions answered
Following the original announcement, you also raised a number of questions. We've addressed the most common questions below:
Has phase 1 already started?
No, this plan is set to start after the general availability (GA) of the beta builder.
When is the GA of the beta builder planned?
While we don’t have yet a firm date, it won’t be earlier than Q1 2024.
Will there be a tool to help in migrating dashboards built with the classic builder?
Yes, we are developing a tool that will allow you to quickly import reports from an existing dashboard built with the classic builder. While we don’t have an ETA yet, this tool will be available before the beginning of phase 3.
What is the timeframe for accessing existing dashboards created with the classic builder?
You will be able to access the existing dashboards created with the classic builder until the end of phase 3, which marks the retirement of the classic view-only experience. This phase is expected to occur approximately one year after the GA of the new dashboard builder.
What features will be available at GA?
Many of the features you’ve requested will be available, including:
- Exports in CSV, Excel, and PDF format
- Scheduled dashboards and dashboard restrictions
- Linked filters across different datasets
- Excluding reports from being filtered
Click here to learn more about what features will be available at each stage.
Will bookmarks be available?
Bookmarks or a similar feature will be available post-GA.
We recognize that bookmarks serve many important use cases. At the same time, they introduced some inconsistencies when applied across different tabs, as one bookmark could potentially override another one, causing the exposure of unnecessary data.
We are working on preventing these behaviors from happening in the future while supporting the same functionalities. At the same time, some of the most important use cases will be served before the GA through dashboard restrictions or other features.
You can find a more detailed answer here.
Are existing reports compatible with the new builder?
Yes, all existing reports are compatible with the new builder.
Will you delete existing reports after the retirement of the classic view-only experience?
No, we won’t. Your existing reports will be accessible via the report builder and new dashboard builder and won’t be impacted by this plan.
Can you provide some guidance on how to migrate dashboards?
A future article will guide you through the steps you can take to simplify this transition.
At a very high level, you will be able to:
- Identify your most-used dashboards
- Determine whether any of them are similar enough that they would be good candidates to be combined into a single dashboard with dashboard restrictions
- Use the importer tool to quickly import reports from an existing dashboard
Will Professional Services be available to rebuild dashboards?
Yes, they will be available as a paid service. We will share more details about their availability and pricing after the GA.
How is this different from migrating from Insights?
It is very different as you won’t have to rebuild any reports. Instead, you can quickly import the existing ones to a new dashboard.
Your feedback matters: Join the roundtable
Please share your thoughts in the comments below. We'll incorporate your feedback into continuous improvements to the new dashboard builder.
If you're interested in participating in a deeper conversation about this change, please join our PM Roundtable on November 2, 2023, where we’ll walk through the plan, show some of the new features, and answer your questions.
We're excited about the improvements the new dashboard builder brings and look forward to supporting you through this transition. Thank you for being a valued member of our Zendesk community.
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