Best practices for using dashboard filters

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31 Comments

  • Sam Johnson

    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?

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  • Brett Bowser
    Zendesk Community Team

    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!

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  • Liene Vērzemnieks

    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?

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  • Eugene Orman
    Zendesk Product Manager

    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.

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  • Liene Vērzemnieks

    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?

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  • Eugene Orman
    Zendesk Product Manager

    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 

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  • Liene Vērzemnieks

    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.)

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  • Eugene Orman
    Zendesk Product Manager

    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.

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  • Paul-Sebastian Manole

    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.

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  • Liene Vērzemnieks

    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!

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  • Irene Yung

    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.

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  • Eugene Orman
    Zendesk Product Manager

    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.  

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  • Maris Krumins

    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 

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  • Devan - Community Manager
    Zendesk Community Team

    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.

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  • James Molina

    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.  

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  • Erika Camille Sundian
    Zendesk Community Team

    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.

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  • James Molina

    Erika Camille Sundian It was in the document above.   However, it looks like it was removed with the last edit 7 days ago.

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  • fellownarrator

    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?

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  • Jason Harlowe

    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

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  • fellownarrator

    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.

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  • fellownarrator

    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?

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  • Devan - Community Manager
    Zendesk Community Team

    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. 

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  • fellownarrator

    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?

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  • Devan - Community Manager
    Zendesk Community Team

    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. 

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  • fellownarrator

    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?

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  • fellownarrator

    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?

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  • Jacob J Christensen
    Community Moderator

    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?

     

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  • Hannah Meier
    Zendesk team member

    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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  • Mike Domin

    Is there a way to set up a dashboard filter option to "is empty" or "is not empty" or something similar?

    In this example, every single comment is in the dropdown when attempting to filter. I would like two options, tickets with comments and tickets without comments.

     

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  • Romona
    Zendesk Customer Advocate

    Hi Mike,

    Romona, it sounds like I may need to know more about your use case in order to better assist. However in general when an attribute is added as a Data Filter but is not required on a Ticket, then you will likely have a "Null" value option among the other values for the attribute. The "Null" value represents the absence of any of the other attribute values. To learn more about this check out the article here:
    https://support.zendesk.com/hc/en-us/articles/360054847214-What-does-the-Null-option-mean-in-my-Explore-filter-

    So in essence you can filter the attribute to show either the tickets where the filter attribute was applied ( by selecting the specific value of the attribute that was used on a ticket )or not applied, illustrating the "Null" value.

    Romona | Technical Support Engineer | San Francisco
    support@zendesk.com

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