Getting started with pre-built dashboards

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12 Comments

  • Kelly Johnson
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    Can you export all tabs of a dashboard into one document?

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  • Meghan Howard
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    Is there a real-time dashboard that combines the channels of chat, talk, and new support tickets? All in once screen to help monitor?

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  • Molly
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    Hey Meghan,

    The default dashboards have filters for channel which allow you toggle the data between Chat, Talk, and Email. You could create your own dashboard using a custom query that breaks tickets out by channel to see them altogether in the same query.

    If you specifically wanted to look at queries from the different datasets side by side, that would also require a custom dashboard. The only tricky part there would be adding filters and making sure they were connected to the right datasets. For example, I created a sample dashboard using queries built from the Chat, Talk, and Support datasets. To ensure my filter was connected to all the queries, I went through and selected Ticket created - date from the chat dataset and then using the link with function, selected the same filter from the other two datasets:

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  • Angela Engler
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    We are really struggling with getting some of the dashboards set up.  The one I am focusing right now is on SLAs.  I see this above.  Does this mean that the SLAs would have had to have been set up in a different way from ZD Explore? Or are SLA policies something we would need to set up when creating the dashboards?  Also what about SLAs for different channel types?

     

    "SLAs: Displays how well you are meeting your SLA policies. You must have active SLA policies to use this dashboard."

     

     

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  • Greg - Community Manager
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    Hi Angela!

    The note that you're referencing is just an indication that you have to have an active SLA policy in order for the tab to show up. It doesn't matter when you created the policy, as long as one is in place, you can access that.

    Greg Katechis | Senior Customer Advocate | support@zendesk.com

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  • Hari Hartas
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    Hi team, 
    Can someone advice me why my account cant see the pre-build dashboard?
    Thank you

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  • Moshe Anisman
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    Same here, no pre-built dashboards displayed after Explore was activated !!!

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  • Rob Stack
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    Hi Hari and Moshe, I've updated the article to make it clear that people with the Viewer role can only see dashboards that have been shared with them. This includes the pre-built dashboards supplied with Explore.

    Apologies for any inconvenience and I hope this helps.

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  • Randy Nieukirk
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    I have cloned the built in Zendesk Support Dashboard.

    Removed all the tabs on the cloned dashboard, except Assignee Activity.

    I then removed all the filters, except Time, Ticket Group and Assignee Name.

    I would like to pick the Ticket Group(s) and set them for this Dashboard.

    I would then like to hide the Ticket Group filter, so no one can change the Ticket Group(s) that I set in the previous step.

    This way when someone opens the Dashboard they can only choose Assignee Names based on the Ticket Group(s) I had set.

    When someone opens the Dashboard they would be able to change the Time filter and the Assignee Name filter (again, based on the Ticket Group(s) I had already set.  I do not want them to see the Ticket Group filter).

    I tried to pick a few Ticket Groups and I then saved ,my changes. I then hid the Ticket Group filter and saved my changes.  When I opened the dashboard again and clicked on the Assignee Name filter, it listed ALL Agents, not just the Agents in the Ticket Group(s) I chose before saving the Dashboard.

    Any help on getting this Dashboard to work the way I would like it to?

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  • Brett - Community Manager
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    Hey Randy,

    I see you have a ticket open with our Customer Advocacy team related to this issue. We will continue working with you on the ticket to troubleshoot further.

    Cheers!

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  • Randy Nieukirk
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    Sure, I posted here as well in case someone Googles the same request, then its available publicly.

     

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  • Kellie Bave
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    How can I make it so if the date is changed on one tab, it changes it on all? Having to filter the date on every tab is terrible. 

     

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