Why do end users show in my assignee filter on my dashboard?
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.
- Open Explore and click Dashboards ().
- Click the dashboard you want to filter and then click Edit.
- Click Add, then click Add data filter. Choose Assignee role from the list and click Apply. Ensure that Multiselection and Cascade prompts are selected.
- Click the Assignee role filter, tick Admin and Agent, then click Apply.
- 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.
- Click Add, then click Add bookmark. Click the arrow drop-down on the filter, and choose Hide.
- 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.
- 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 Reports tab, click New report 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 the article: Interacting with dashboards.