This article outlines some of the best practices you can use to help you get the most from dashboard filters.
This article contains the following sections:
- Use queries from fewer datasets
- Select time filters you need
- Link data filters
- Exclude filters from queries
- Save default filter values via bookmarks
Use queries from fewer datasets
To simplify the dashboard filtering process, don't use queries from too many datasets. Normally one or two datasets will provide enough data. For example, queries in the most common pre-built dashboard tabs are based on one dataset.
Sometimes, you'll need to add queries to a dashboard from multiple datasets. In such situations, review the queries placed in the tab to ensure that they can't be created from the same datasets.
Select the time filter attributes you need
Each dataset has multiple time attributes. All these attributes are listed in the time filter menu and can be used to filter the dashboard tab. If queries that were added to the dashboard are from multiple datasets, then time attributes from multiple datasets will be available in the filter menu.
The goal is to select only those time attributes that you actually want to use for filtering the queries in the tab. Normally, you will need one to three time attributes per tab. For example, the Tickets tab of the default Support dashboard uses two attributes for time filtering, Ticket created and Ticket solved.
Link data filters
If you are using more than one dataset in the same dashboard, you need to link data filter attributes to the equivalent attributes from other datasets.
For example, the Satisfaction tab of the default Support dashboard uses queries form two datasets, Tickets and Ticket Updates. The data filters are based on the attributes from the Tickets dataset. To ensure that these filters are applied on all queries, they are linked with attributes from the Ticket Updates dataset.
Exclude filters from queries
There are two main reasons for excluding dashboard filters from individual queries:
- You are using more than one attribute in the time filter.
- You don't want some of the queries to be affected by a specific filter.
Dashboard filters can be disabled for each query via the Exclude filters setting.
To disable dashboard filters for a query
- Select a query widget in the dashboard.
- In the right top corner of the widget, click the arrow button.
- In the menu, click Exclude filters.
- Choose the filter type, then select the attributes that will not be applied to the query.
Save default filter values via bookmarks
Values that are selected from a dashboard filter are not automatically saved. Because of this, each time the dashboard is accessed or reloaded the filter selections are reset. Because of this, it's important to set the default bookmark for each dashboard tab. It is especially important if a time filter is used in the tab or if the dashboard will be scheduled for email delivery.
To set a default bookmark
- Configure the dashboard with the default filter values you want.
- In the Dashboard menu, click Add and select Add bookmark.
- On the Bookmark page, click Create bookmark from current state.
- Enter a display name.
- Pin the bookmark (
). Pinning a bookmark ensures that it is selected by default.
- If you are not setting additional bookmarks you can hide it by clicking the arrow button in the right top corner of the widget and then clicking Hide.
31 Comments
I want to set up dashboard filters that only show active groups and ticket forms. I looked at creating a group or set, but they both require that I maintain them manually. Is there a way to create a dashboard filter (or group or set) that automatically checks the status of the group or ticket form and on;y shows ones that haven't been deleted?
Hey there Virginia,
I'll admit I'm a bit confused by what you mean. So, I'd like to pull this into a ticket so I can grab some additional information from you, please keep an eye out for this email!
I want to change one of the default filters on the 'Backlog' tab of the default Support report from 'Ticket Brand' to 'Ticket Form', as we don't use multiple brands. However when I clone the default report, go the Backlog tab, and change the filter, now the filter doesn't apply to any of the queries below it. Is there a way to link the filter to the queries, or am I missing something else?
Hey Sam,
It sounds like your filter isn't applying to the correct dataset. For example, by default the ticket brand filter is linked to the backlog dataset. Any chance you could provide a screenshot of your filter settings so we can take a look?
Thanks!
I'm trying to save a new Bookmark, but when the window pops up, I've got no option to name or pin it. They're saved with a default name of "New bookmark," which I then can't change.
What should I try next?
Liene Vērzemnieks, bookmark menu is a bit challenging on the smaller screens. Scroll down in the bookmark menu and you'll see the bookmarks you created.
Eugene Orman That's what I thought! But there is no scroll on either the left or the right windows in my screenshot above. (I'm viewing this on a standard 13 inch MacBook Pro.)
If I click "Create bookmark from current state," it immediately creates a bookmark. I can't name or pin them. It looks like I need to pin them if I want to use them as a default state.
Should there be a way for me to pin or name my bookmarks? If so, how can I do that?
Liene Vērzemnieks, I am checking with our Dev team if there is a simple way to improve this behaviour, but for now, you should be able to scroll up and down in the menu via the trackpad. I also use MacBook and it works for me - https://support.apple.com/en-us/HT204895
Eugene Orman I am fairly sure that my trackpad is behaving as expected; I can scroll the entire page, just not to where there are supposed to be more options, as shown in the last gif in this article. If I try to scroll in the dark "Bookmark" menu, the entire page moves a bit, but there are no other options to display. I don't have an option to name or pin a bookmark, rendering them much less useful, which is a bummer. (I've got a screen recording, but it doesn't look like I can upload that here.)
Liene Vērzemnieks, that's strange maybe the issue can be reproduced only in a specific browser. I have created a ticket for you so we could investigate the issue.
On 15" MBP, you need to zoom browser to 90% to see the bookmark edit input box and pin button, because Zendesk UI si so clunky or has too many overflowing and hidden div.
Oh wow, right you are Paul-Sebastian Manole! It pops out of nowhere at 90% for me. I never imagined that could be the solution; I've never seen something behave like that before. Thank you!
Hi Eugene Orman, is it possible to place the bookmark function to all users? I mean, let users to bookmark their default filters, instead of the admin does for them.
Irene Yung, enabling bookmark for the viewers is not currently on the roadmap, but it is a very good idea. Please add a new post about this in our community - https://support.zendesk.com/hc/en-us/community/topics/360001200913-Explore-Product-Feedback-and-Discussion I am sure it will be a popular feature request.
Hello,
In-directly related question. How can also we insert such video in our Zendesk Guide as is used here to show steps for setting up Bookmarks?
In there an article on this functionality?
Maris
Hello Maris Krumins,
When it comes to inserting video files into Guide, I would recommend taking a look at the article I linked below. It goes into detail on how to insert videos into articles which you should find helpful.
Inserting videos in articles
Best regards.
What is meant by the statement "Default bookmarks are not used when you schedule a delivery of a dashboard."
I haven't had issues adding bookmarks that are used with a scheduled delivery.
Hello James Molina
Apologies for the delay on this. We have been overwhelmed with requests during this time and that affected our turnaround time. Appreciate your patience!
Where exactly you saw the statement so I can clarify this for you? "Default bookmarks are not used when you schedule a delivery of a dashboard."
It's important to set the default bookmark because each time the dashboard is accessed or reloaded the filter is automatically reset and if you schedule a dashboard delivery it automatically emails the latest version on a schedule you configure.
Erika Camille Sundian It was in the document above. However, it looks like it was removed with the last edit 7 days ago.
I had a question about filter stickiness. I noticed that seemingly at random, if I use a filter on one tab of a dashboard, when I switch to another tab, sometimes the same filters are already active, sometimes they are not. Is there a setting that prevents/enables this from happening across tabs in a single dashboard?
fellownarrator
I have noticed the same thing with the dashboard tabs, specifically when moving lets say between tickets and efficiency. They each seem to need their own bookmark as well as the backlog tab
Jason Harlowe I figured this out. Basically, if you copy and paste a filter from one tab to another, and you have the same data set selected in both tabs, any time you filter on the one tab it will also filter the other. However, if you create the filters separately, even if you select the same dataset on your previous tab, the other tabs won't be impacted. Not sure if this is a feature or a bug, but it is useful in the sense that you can make your filters sticky by copying and pasting them across all tabs and making sure all desired datasets are selected.
I had another question, I have a whole lot of unnecessary, garbled code showing up in my filter choices under assignee when I add that as a filter to dashboard. I have tried creating hidden widgets with filters to limit to just agents, but this doesn't seem to remove this garbled text. My general question is: how do you limit the choices in a filter ? (in my case specifically for assignee?) If I don't want users to scroll through 300 options but just the relevant ones, how can I accomplish this?
Hello fellownarrator,
Nice name btw! So without seeing your set up, it is a little hard to pinpoint exactly what is causing this data bloat to happen. I would, however, recommend this article that goes into detail on how to set up dashboard filters which could help w/ self-solving.
Explore recipe: Getting to know dashboard filters
Best regards.
So I was able to filter out the garbled code using the the trick where you save a bookmark, cascade prompts and filter out any users that are not agents or admins. However, I noticed that if you hit reset on a visible bookmark, it also resets any hidden bookmarks. This appears to be a bug. Can someone confirm?
Hello fellownarrator,
I reached out to my product team and confirmed this isn't a bug but just a limitation of Explore. I would recommend sharing your use case in our product feedback forums so our developers can consider implementing this change for future updates.
Best regards.
How is this a limitation? A feature that is available for use no longer becomes available when a difference instance of that feature is reset? So somehow the application is limited in that hitting reset on a visible widget has to apply to all instances of the same widget, hidden or not? Isn't then the Reset button itself problematic / a bug? Why include it at all until this is fixed?
Can we revisit the stickiness of filters question I had 5 months back? Is this a feature and if so is the the only way to use it the way I described? For example, if I want to have a tab at the front of my dashboard which can be used to select filters that filter every other tab, is that possible?
Hi fellownarrator
I usually want to prevent any filter on one tab from affecting queries on other tabs, and I make sure to tick the "Do not share across tab" checkbox. Have you tried un-ticking this for filters on your first tab and see if those filters apply to the queries in your other tabs?
Hello fellownarrator,
As discussed previously, the "reset" button on the bookmarks is working as designed. The "reset" button on a bookmark resets all filters so that they no longer impact any dashboard filters. If you have hidden filters that you wish to always be active, then I'd recommend that you hide the "reset" button on your bookmark widgets.
If you want a tab at the front of the dashboard that filters all other tabs on your dashboard, you can do this by making sure you place the same exact filters on each tab of the dashboard (hiding them is you don't want them to be visible) and making sure you have the "do not share across tab" box (mentioned by Jacob above) unchecked.
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