Overview of the Zendesk Support dashboard

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17 Comments

  • Chris Bulin
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    Hi Jessica. Was the Ticket Tag Usage report removed from the Overview Dashboard? I don't see it on our version.

    I'm also seeing the First Reply Time metric on the Leaderboard in minutes instead of hours. Is there a way to change that?

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  • Rob Stack
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    Hi Chris, sorry about the slow response.

    For your first question, I couldn't find record of a tag usage report. Can you clarify?

    For your second question, there doesn't seem to be a way of changing from minutes to hours in the pre-built report. You could clone the dashboard and edit the leaderboard query, replacing the columns for First Reply Time - Min and Full Resolution Time - Min

    I believe that using First Reply Time - Bus Hrs and Full Resolution Time - Bus Hrs would give you the data you want.

    Alternatively, you might be able to apply a transformation to the result to divide it by 60, then rename the column headings. However, again, you would need to clone the dashboard.

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  • Chris Bulin
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    Hi Rob,

    It's been so long, I'm not even sure what I was referring to with the tag usage report. I knew we could clone the time reports and put them in hours. I guess that was more of a feature request, to have a toggle for minutes/hours. But if the only way to do it is through a hard code in the metric then that's probably not a thing. Thanks for the reply.

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  • Jason Harlowe
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    Greetings,

    We are looking to use these however the challenge we are looking to overcome is how to add a filter that would apply to all tabs that by default would filter the results by Ticket Group.

    Any ideas would be awesomesauce!!

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  • Rob Stack
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    Hi Jason, consider this as a starting point of an idea, but you might be able to use bookmarks to "freeze" the filters to ticket group. You can't edit the pre-built dashboard, but you could clone it to make an editable copy.

    Starting point for reading - https://explore.zendesk.com/hc/en-us/articles/236023527-Adding-dashboard-interactions#topic_kbd_rzg_2v

    I hope this helps!

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  • Jason Harlowe
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    Thats a great launching point. Thanks Rob!!!!

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  • James Hunyar
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    What is the sync speed of data from Support to Explore? In running a report for 12-31 through 1-6, all data bast 1-2 is missing entirely from all report tabs in Explore. Edit: A few minutes later, I refreshed and the correct date range of data appeared. Not sure why that happened, but all is well now.

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  • Katie D.
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    Hello James,

    Thanks for posting your question. Generally speaking, accounts on the Professional plan will sync once every 24 hours. Accounts on the Enterprise plan will sync one hour after the most recent sync ended. Synchronization times will vary based upon how much data is being synced.

    It's a bit difficult to know what could be causing your reports to not reflect any data for the mentioned span of time. This can sometimes be due to a filter set on the report or there not being any account data which matches the criteria of your report. I would however like to take a closer look at what you're seeing. You should see a ticket from me shortly.

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  • James Hunyar
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    Thanks Katie, I responded to your ticket, the problem auto-resolved. I believe that I was trying to access the data too early, or had a browser cache issue but shortly after writing the comment the data populated as expected. I appreciate your quick response!

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  • Jaïs Pingouroux
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    Hello,

    I can't seem to find the SLA and Backlog tabs on the default Zendesk Support dashboard.

    I can understand that the SLA tab is not present as we haven't defined SLA yet, however I don't understand why the backlog's tab is not present.

    Any intel on this?

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  • Joe Beaudoin
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    Hi Jaïs,

    Thanks for reaching out!

    Your inquiry requires further investigation, so I'm opening up a ticket on your behalf. Please check your email and we can continue troubleshooting from there.

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  • Justin
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    For Satisfaction, what is the "Date" filter implying? Date ticket was solved? Date ticket was rated? Something else?

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  • Gentry Geissler
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    Hi Justin!

    Date Ticket Solved is implied for the date of Satisfaction. It isn't obvious on the dashboard itself but if you take a look at the individual metrics the Solved Date is always the thing being referenced.

    Hope that helps!

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  • Setu Aggarwal
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    I cannot find an option to download the raw data of satisfaction surveys filled by customers. Is it limited based on the subscription I have?

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  • James Sanford
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    Hey Setu!

    My apologies, I was recently able to confirm this as well.  Zendesk Satisfaction Survey Comments and Ticket IDs are not included in the Explore default Dashboards.  If you are using Explore Lite there is not currently a way to view Satisfaction responses in the account without directly navigating to the ticket the comment was left on (and since the Ticket IDs are not exposed in the reporting this would only be possible if you were able to find that Ticket ID through some other means).

    I have already brought this issue to attention to make sure this was not being overlooked but I do apologize that it may take some time before any updates can be pushed out to address this.

    In the meantime it would be possible to find this information via the following methods: 
    Satisfaction rating searchable values

    Satisfaction Ratings API Endpoints

    Exporting data to a JSON, CSV, or XML file (Professional and Enterprise)

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  • Taylor
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    Would really be nice to be able to see satisfaction rating comments on the dashboard for ease of use!  

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  • Brett - Community Manager
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    Thanks for sharing your feedback Taylor!

    I also recommend cross-posting in our Support Product Feedback forum which is the primary channel our Product Managers view.

    Cheers :) 

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