Creating dashboards in Insights (Professional and Enterprise)

Zendesk Explore, our new analytics software, is replacing Insights. Most customers who purchased Zendesk Support after July 2018, or have been migrated to Explore don’t have access to Insights. You can find Explore in the Zendesk product tray.

You can create your own custom metrics, reports, and dashboards in Insights.

If you have not enabled Insights, see Enabling Insights for yourself. If you are an Enterprise agent in a custom role, you might not have access, depending on how your admin set up your custom role.

The article covers the following topics:

• Adding and editing dashboards and tabs
• Adding a custom report to a dashboard
• Adding dashboard filters
• Changing dashboard visibility

For more resources see Insights resources.

Adding and editing dashboards and tabs

You can add dashboards and tabs to your Insights project.

Tip: Currently you cannot customize the order of the dashboards in the drop-down list in Insights. The list appears in alphabetical order. At Zendesk, we add a number to some of our dashboard names to force them to appear in a certain order. For example, "1. Executive Summary" and "2. Weekly Performance."

To create a new dashboard

1. Click the Reporting icon () in the sidebar, then click the Insights tab.
2. Click GoodData in the upper-right corner.

   

3. Click the Edit, Embed, or Export gear icon in the upper-right, then select Add dashboard.

   

To add a tab to a dashboard

1. Click the Reporting icon () in the sidebar, then click the Insights tab.
2. Click GoodData in the upper-right corner.
3. Click the Edit icon in the upper-right of your dashboard.
4. Click the Plus (+) at the end of the dashboard tabs.

   

5. In the Add Tab dialog box, enter a Tab name, then click Save.

   

To rename, duplicate, or delete a tab in a dashboard

1. Click the Reporting icon () in the sidebar, then click the Insights tab.
2. Click the Edit dashboard icon in the upper-right corner.
3. Click the arrow beside the tab you want to modify, then select the appropriate action.

Adding a custom report to a dashboard

You can add a new report to an existing tab in a dashboard. For information on creating new reports, see Building custom reports in Insights.

To create a new report on an existing tab in a dashboard

1. Click the Reporting icon () in the sidebar, then click the Insights tab.
2. Click the Edit dashboard icon in the upper-right of your dashboard.
3. Click Reports, then click New report.

   

4. Configure your new report, then click Done when you're finished.

   

   For information about creating metrics How to create a custom metric on the GoodData website.

   For information about reporting on custom fields, see Reporting on custom fields in Insights.

5. When your report appears, click Create in the upper-right.
6. In the dialog box, enter a report name and description and select a folder, then click Create.

   

7. Position the report.

Adding dashboard filters

You can add filters to your dashboard to permit users to limit the data they view on your reports. There are three types of filters you can use on your dashboard:

• Attribute: Filter by values of a selected attribute. For example, you can only show results for Incident tickets by adding the Ticket Type filter and selecting the Incident value from the drop-down list. For more information, see Filter for attributes on GoodData's site.
• Date: Filter by a selected date or date range. For more information, see Filter for dates on GoodData's site.
• Group: Filter results using multiple filters simultaneously. The filters you select will be applied at the same time. For more information, see Set Up a Filter Group.

To add a dashboard filter

1. On your dashboard, click the Settings icon ().
2. In the Settings drop-down menu, select Edit.

   

3. On the top toolbar select Filter.
4. Select a filter type from the drop-down list.

   

5. Select attributes, dates, or filters to group together.
6. Click Add.
7. When you are finished editing your dashboard, click Save.

Changing dashboard visibility

When you first create a dashboard or report, it is automatically hidden from everyone. However, through changing Visibility permissions, you can decide who has access to your dashboard and who doesn't.

Making dashboards visible to users

After you create your dashboard, you can make it visible to everyone or only specific users. Your dashboard will not be visible until you change Visibility permissions.

Note: You cannot set different permissions for each tab. For more information, see Can I provide users access to specific tabs within a restricted Insights dashboard? in our Support tech notes.

1. On your dashboard, click the Settings icon ( ).
2. In the Settings drop-down menu, select Sharing & Permissions
3. In Sharing & Permissions you can either select Everyone can access to make the dashboard visible to everyone, or add specific users to the dashboard.
4. You can hide reports again by:
   • Clicking the X next to specific users names.
   • Selecting Specific users can access option.

Adding specific users to the dashboard

1. Select the Specific users can access option in the Change Visibility drop-down menu.
2. Click the Add Users button at the bottom of the box.
3. You can search for a specific name, or scroll.
4. Click Share.