Creating dashboards in Insights (Professional and Enterprise)

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23 Comments

  • Alberto Aznar César
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    Hi!,

    I created a dropdown ticket field, with a few values, like the default field "type".

    I need to create a report about how many tickets are solved on this values. 

    For example, how many tickets are solved on "incident", how many on "question"... but with my own values.

    How I can do this? I need help.

     

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  • Jessie Schutz
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    Hi Alberto!

    Once solved tickets exist with values in that field, that data will automatically sync over to Insights and you can create a report with it. You can find more detailed information on how to do this here: Reporting on custom fields in Insights (Professional and Enterprise).

     

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  • Johanne
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    I have created a dashboard I want to share with everyone in a Microsoft group but when I embed the link supplied, it asks for a Zendesk Analytics sign-in. My intention is to share the dashboard in that group without them having to do this login. Can you help please?

     

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  • Heather Rommel
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    The way I understand it, you have to be an Agent or Light Agent on Zendesk AND have activated the Insights page AND sign in to see the reports....

    I get around this by sending as a pdf via email (I'm on Enterprise, not sure if that makes a difference) with pdf to the interested parties.

    I hope that helps!

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  • Johanne
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    Not really but thanks anyways.

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  • Heather
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    We got really excited about the ability to embed dashboards into a webpage, but it's absolutely pointless if it can only be accessed behind a login for agents.  It would be a great tool to share and "toot our own horns" so that our actual stats are visible to our end users/coworkers/non-it superiors.  Why the login? Folks get enough emails as it is.  Email reports is not ideal. 

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  • Leigh Cohen
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    I am creating a dashboard(s) for a multi-brand instance. I would like each brand to have the same dashboard. I have been creating the same report twice and then adding the relevant reports to the relevant dashboards. Is it possible for me to create one dashboad and then use a filter by brand? If so, when I choose "Ticket Brand" as the filter option, I see two options but they are numbers, not the names of the brands. Any suggestions?

     

    Thanks!

     

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  • Graeme Carmichael
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    Leigh

    I would suggest that you want to avoid repeating yourself with multiple dashboards and the filter option is the best way to go. This should be possible.

    It sounds like you are looking at the internal number for the brand. When you apply the filter, ensure that the label is is set to 'Ticket Brand Name'.

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  • Paul Lell
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    Okay, so can I create a dashboard with multiple tabs, and have a filter affect one tab and none of the others on the dashboard?

    I'm trying to create a multi-tab dashboard with one unfiltered, high level tab, one drop-down-filterable drill down tab, and a series of tabs with static filters on them (specifically, by Org Name).

    At present, every time I try to add a filter, it filters every tab that has that same filter on it the same way. So, if I put an Org Name drop-down on my second tab, any org names I add/remove from that filter effect all of my other tabs with that same drop-down filter on them. But leaving that drop-down off, leaves the tab unfiltered. 

    Is there a way to filter three tabs to one different org name each?

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  • Matt Burke
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    I am the account holder and admin but I do not have the settings option that allows me to customize reporting on the dashboard. We do have the Enterprise Suite. How do I turn on that ability?

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  • Jason Harlowe
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    Hoping this is a simple question and please forgive my ignorance if it is. 

    How does one create the fancy rounded boxes that are shown on the Overview?

    All I can seem to find is a horizontal line or vertical line. Those don't exactly line up when trying to segment reports from an aesthetics perspective.

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  • Graeme Carmichael
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    Jason

    It is not at all obvious how to make fancy rounded boxes and other fancy reporting features.

    It takes a little more effort but you can see details here in GoodData's support site.

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  • Graeme Carmichael
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    Matt

    You cannot customise the dashboards that come with Zendesk support. However, you can create your own dashboards using the Insight tool. This takes a little time to learn, so it is best to start with the resources provided by Zendesk here.

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  • Timothy Rogers
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    How long does it take for changes on tickets to filter to reporting? I feel like once the ticket has been saved, the report should be updated to any changes that have happened.

     

     

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  • Brett - Community Manager
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    Hi Timothy,

    If you're on the Support Professional plan your data will sync over once every 24 hours. If you're on the Enterprise plan your data will sync every hour. More information in the following article: How frequently does my Support data sync to my Insights project?

    Let us know if you have any other questions!

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  • Timothy Rogers
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    Thank you, I am on enterprise......

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  • Brett - Community Manager
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    Thanks for the update Timothy.

    While the changes won't show up immediately, your data will sync once every hour.

    Let me know if you have any other questions.

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  • Dan Simon
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    I am not able to see how to remove or modify a dashboard filter. I can see how to activate it and deactivate it for each widget but I can't see how to completely remove it or modify it. I only want to modify it if possible. 

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  • Graeme Carmichael
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    Dan

    You can only remove or modify dashboard filters that you have created. The Insights dashboards provided by Zendesk cannot be removed or modified other than making new selections.

    To edit a filter, first edit the dashboard. Click the settings cog from the top right hand corner of the dashboard.

     

    ... and select edit.

    You can then click on your filter, then select the settings cog there to edit the filter or click the trash can to delete the filter.

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  • Andrei Kamarouski
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    Hi, 
    Is this possible to have different default values in the same Attribute filter across multiple tabs on the dashboard? It is not clear from GoodData or your article.  

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  • Brett - Community Manager
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    Hey Andrei,

    If you're using the same filter/attribute across tabs, then that same filter value will be applied to each of your tabs. This is mentioned in the following community post for more information: Do insight filters apply across all tabs in Dashboards

    Let me know if you have any other questions.

    Cheers!

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  • Andrei Kamarouski
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    Hey Brett, 
    I see now. Missed this post :) 

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  • Dan Simon
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    Hi Graeme, about deleting the dashboard filters: It appears I don't have this option because the dashboard filter is not showing as a widget on my dashboard. I will submit a ticket because this looks to be a bug of some sort. When I add new filters they show on the dashboard as drop-down items, but I have one that doesn't show at all [Date (Ticket Solved)].

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