Overview of the Explore Enterprise live dashboard

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10 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.

    For more details, see https://support.zendesk.com/hc/en-us/articles/360053675853

    Thanks!

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  • Rob Stack
    Zendesk Documentation Team

    Hi Diego Garcia

    Just to check, have you updated to Explore Enterprise (see https://support.zendesk.com/hc/en-us/articles/360053675853). 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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