Overview of the Explore live dashboard

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24 Comments

  • Mihaela Dragota

    Hi,


    When following the instructions on how to access the dashboard:

    1. In Zendesk Support, open the product tray.
    2. Click the Explore icon.
    3. From the list of dashboards, choose the Live dashboard.

    We do not have the Live dashboard available. Is there anything we need to do to have it available?

     

    Thanks,
    Ela

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  • Diego Garcia

    Hi Rob, just a question. for support metrics. I can't see the widget for "Support - New Tickets" It's a limitation of the real time dashboard?

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  • Rob Stack
    Zendesk Documentation Team

    Hi Mihaela Dragota

    You'll need to be using Explore Enterprise in order to access the live dashboard.

    Thanks!

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  • Rob Stack
    Zendesk Documentation Team

    Hi Diego Garcia

    Just to check, have you updated to Explore Enterprise? You'll need the new live dashboard to see that metric. Thanks!

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  • Diego Garcia

    Yes, i can see the other set of metrics, but no for New Tickets. I can see "New tickets 30 min" and "New tickets 60 min) but no "New tickets" in general. Like open or pending or solved or hold tickets

     

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  • Taylor Bowser
    Zendesk Customer Advocate

    Hi Diego, 

     

    Thanks for providing that screenshot! I was able to replicate this issue in my test account. When I typed tickets into the search bar the Support - New Tickets selection did not show up. However, when removing tickets from the search bar, I was able to scroll down and find this value as shown below: 




    Are you able to find this value if you do not enter any text in the search bar? 

    Let us know your results!

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  • Diego Garcia

    Unimaginable 🤦‍♂️. Thanks a lot.

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  • Diego Garcia

    Hi Guys, I have another question and i'm posting here to help other users. 

    Can you tell me what means the highlighted numbers in this widgets? 

     

     

    Example: For "Change in New Tickets 30 min) i understand that -13 is the result of compare new tickets in the last 30 min vs the previous 30 min timeframe. Whtas, what about "-7". The same for "New Tickets 30 min" widget.

    Thanks a lot.

     

     

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  • Matthieu HULEUX

    Your feature looks fantastic BUT people has to know that to have Support, Talk, Chat datas, they will be compeled to subscribe to your "Enterprise" plan otherwise, it is not possible to get these datas.

    I thinks the best alternative to this would be Grafana for example but it is just my opinion. 
    It is too expensive for this unique feature and people like me doesn't need the full features of your "premium" plans.

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  • Diego Garcia

    Sorry, i don´t understand your response about this. I can see the data, i just want to know what it means.

     

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  • Devan - Community Manager
    Zendesk Community Team

    Hello Diego García,

    This looks like a bug we have seen within Explore. I've opened a ticket for you on this issue so one of our specialists can work with you to resolve this. You should receive an email shortly followed by a response from our Explore expert.

    Best regards. 

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  • Packlink Shipping SL

    One of things we don't in Explore is some sort of live tracking on how many agents are working on support tickets (live). With live dashboard for Zendesk Support, would it be possible track something like number of live agents updating tickets? Thanks! 

    1
  • Heather Rommel
    Community Moderator

    Hi all,

    I'm not sure who to give Kudos to Rob Stack, but please thank whoever put this amazing dashboard together - it's fantastic!

     
     
    1
  • Rob Stack
    Zendesk Documentation Team

    Thanks so much Heather Rommel, I'll be sure to pass this feedback onto the team!

     

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  • Francisco Manalo

    Hello!

    Would I be able to create a live ticket tracker by employee?

    1
  • Rob Stack
    Zendesk Documentation Team

    Hi Francisco, I don't think that's possible right now, but it's a great idea for a feature. I'd definitely encourage you to add that to our Explore feedback section at https://support.zendesk.com/hc/en-us/community/topics/360001200913
    This will make sure it comes to the attention of product group members and other customers who can then vote for your idea. Thanks!

    1
  • Rachel Cabana

    Is it possible to set up any email notifications for this Live data dashboard reporting? Our goal is to find a way for one or two of our Admins to receive live data reporting by email as a way to track any spikes in ticket volumes. Currently, there is no feature that exists within Zendesk that allows this so I'm wondering if there something within this feature of Live Data Dashboards that can simply be emailed to us (as frequent as we want) as an alternative?

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  • Rob Stack
    Zendesk Documentation Team

    Hi Rachel Cabana, thanks for the feedback. While this is not currently possible, the engineering teams are aware of this need. To assist them in planning and prioritizing, it would be great if you could add this request to our Explore feedback section at https://support.zendesk.com/hc/en-us/community/topics/360001200913 Thanks!

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  • Edwin Woo

    Hello just curious as to what the time frames are when looking at this data? For example, it shows we have 2500 new tickets within a certain group. Is that for the last 24 hours? 

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  • Dave Dyson
    Zendesk Community Team

    Hi Edwin! That's the number of tickets currently to that Group that are currently in New status (not the number of newly-created tickets assigned to that Group within a given period of time).

    For more information about the different ticket statuses, see About ticket fields

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  • Punit Dadlani

    Hi - Is it possible to port over an existing dashboard into a live one without having to recreate it in totality?

    Thanks,
    PT

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  • Dave Dyson
    Zendesk Community Team

    Hi Punit,

    You can't port a dashboard into another dashboard, but you can clone an existing dashboard and then modify it (including adding live data widgets to it): see Cloning Explore dashboards and Adding live data and live filter widgets to dashboards. Hope that helps!

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  • Emma Nightingale

    Hi, 

    I have explore enterprise but don't have access to the live dashboard?

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  • Cheeny Aban
    Zendesk Customer Advocate

    Hi Emma,

    I suggest that you reach out to your Account Executive so they can review the details of your plan and check if you should have access to this functionality.

     

    0

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