Question
Why are end users showing in my assignee filter on my dashboard?
Answer
It is expected behavior for end users to show in your list of assignees when you add the Assignee name filter from the Support: Tickets [default] dataset to a dashboard. This is a product of the way the dataset is currently structured.
To ensure only agents appear in the Assignee name filter, you can do two different workarounds:
Add a hidden filter to the dashboard.
1. Open Explore and click Dashboards (
).
2. Click the dashboard you would like to filter and then click Edit.
3. Click Add, then click Add data filter. Choose Assignee role from the list and click Apply. Ensure that Multiselection and Cascade prompts are ticked.
4. Click the Assignee role filter, tick Admin and Agent, then click Apply.
5. Click the arrow drop-down on the filter, and choose Hide.
The filter is added to your Hidden widgets so it doesn't take up space on the dashboard.
6. Click Add, then click Add bookmark. Click the arrow drop-down on the filter, and choose Hide.
7. Click Show hidden widgets to see the bookmark. Click the arrow drop-down on the bookmark, then Edit. Then click Create bookmark from current state and pin it to the dashboard.
8. Click Show visible widgets to navigate back to the main dashboard. Click Add, then click Add data filter. Choose Assignee name from the list, tick Cascade prompts and click Apply. 
Moving forward only agents will appear in the Assignee name filter.
Create a custom attribute
- Access the Queries tab, click New query and select Support: Tickets [default] as the dataset.
- Click the Calculations icon (
) and select Standard calculated attribute. - Insert the formula below:
IF ([Assignee role]="Agent" OR [Assignee role]="Admin") THEN[Assignee name] ENDIF
- Click Save.
You can now add this newly created attribute in Columns, Rows or Explosions to slice your data and only show the Agent and Admins from your account. This attribute is located in the top folder called Calculated attributes:
For more information about filtering dashboards, see Interacting with dashboards.
9 Comments
"Add a hidden filter to the dashboard" is the solution.
I don't see why adding also "Create a custom attribute"? Is just confusing.
I mean, thank you, I know know that I can use the "Standard Calculated Attribute" to filter the query but I can reach the same goal by adding the Filter > Assignee Role, which give the same result and is way less geeky.
Is there no way you can make this much easier and straight forward and do what Insights does, and automatically show only users that inherently have the ability to be an assignee (and in addition to that, also being able to switch between 'all' and 'valid', based on data and other filters already set up in the query).
I can live with setting up complicated additional attributes for myself, but it's a nightmare to scale my team of Zendesk Admins to also learn these type of intricate processes. I end up doing everything myself instead, as we simply don't have the capacity to work like this.
Thanks for sharing that feedback, Kristin. We'll ask the product managers to review your comment, and they'll follow up if they have any additional questions.
Hi Nicole,
The first workaround works as long as I am in Editor, as soon as I publish the Dashboard I see all the names.
Any idea why this would be the case?
Hi Francesco Mantovani, Kristin Bouveng, thank you for reaching out. We are aware of this issue, which is due to the current data model. We have started discussing the importance to address it to make it simpler for you & your teams to only view agents and/or end-users when needed (without having to set hidden filters). I do understand your frustration and we will be looking into ways to address it. I unfortunately do not yet have an ETA.
Hi Tejas Patil, can you please confirmed you added & pinned a bookmark of the "Assignee role" filter (which should only filter Admins & Agents)? If you have any issue, best would be to create a ticket so the team can assist you.
Is this really the only way? That seems like a difficult workaround for what isnt an issue with Insights.
We switch because we are forced, and the purpose is to make things easier, and including end users in Assignee is a strange idea.
As an employee for a software company, I am very familiar with the whole "working as designed" concept. We do, however, recognize that sometimes the way we designed it just isn't correct and therefore we have to correct it. When the name of the filter is called Assignee and the system only allows agents and admins to be assignees, it's time to step back and say "this is incorrect that we show ALL users". This really should have been caught in the QA process. I am not trying to be snarky, but at this point, it should be pretty clear that this was incorrectly designed and needs to be fixed.
Hi Maggie St. Clair, as I said - we are aware of the issue and will be addressing it. I unfortunately do not yet have a timeline for its resolution.
I have a related issue where I have a list of code snippets showing up as options when I add a filter for Assignee name to a dashboard. I also have a huge list of individuals (assuming these are end users) showing up in the Assignee filter. How do I tackle both of these such that someone in my organization can go to a dashboard, click the filter for Assignee name and only see actual assignees within Support (no snippets and no other end-users)?
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