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  4. Creating dashboards

Working with the dashboard builder (Beta)

Erin O'Callaghan
  • Edited
Zendesk Documentation Team

What's my plan?

Note: This article describes the beta version of the Explore dashboard builder. For information on the classic dashboard builder instead, see Creating dashboards. For help deciding which dashboard builder to use, see Comparing features available in the dashboard builder.

The beta dashboard builder lets you create dashboards, customizable spaces for organizing and sharing information, within Explore. With it, you can quickly and easily create dashboards that give you the insights you need to optimize your service channels.

This article contains the following sections:

Creating a dashboard

You can create a dashboard using the beta dashboard builder in Explore.

To create a dashboard

  1. Click the Dashboard icon () in the left sidebar.
  2. In the banner at the top, click Try it now.
  3. In the Start a dashboard window, choose whether you want to build your dashboard from scratch (Blank dashboard) or start from a prebuilt template.
  4. Click Select.

You’re redirected to the beta dashboard builder and the new dashboard is added to the dashboards library. You can now add reports, filters, and other components, and further customize your dashboard. If you chose to start from a prebuilt template, components are already added for you (though you can always edit them or add more).

Adding and customizing dashboard components

You can add two main types of components to a dashboard: reports and filters. Reports show you metrics about your use of Zendesk either as of right now or in the past, and filters let you slice that data based on certain characteristics.

After you add a report or filter, you can customize certain things about it, including the header, size, layout, and more.

You can add up to 35 components per dashboard tab. If you have legacy tabs with more than 35 components, you can’t add more until you delete or move components to other tabs until there are fewer than 35.

This section contains the following topics:

Adding a report

  1. In the beta dashboard builder, click the plus (+) icon in the upper right.
  2. Click Live data (if you're on an Enterprise plan and want to report on near real time information) or Report (if you want to report on historical data) and select the report or reports you want to add.
    Tip: If you click Live data, you can filter by the type of component by clicking the filter icon () to the right of the search box. This makes it easier to find live data components about a specific topic.
  3. Click and drag the report wherever you want it to appear on the dashboard. The report automatically snaps to the closest line on the grid.
    Tip: To change the component's size or placement, see Resizing components and changing the dashboard layout.

Customizing the header of a report

  1. Click a report on your dashboard.
  2. In the panel on the right, use the options under the Styles heading to customize the report header:
    • Show header: Clear the check box if you don’t want the report to show its name as a header at the top of the report.
    • Background color: Select the color that appears behind the report.

Resizing components and changing the dashboard layout

By default, a dashboard’s layout automatically adjusts in the following ways:

  • The width automatically resizes to fit the viewer’s screen. The maximum size is 2k resolution, or 4k for full screen, and the minimum width is the same as the classic dashboard builder.
  • Components automatically snap to the closest line on the grid, aligning along the top edge of the dashboard.

If the default layout doesn’t work for your dashboard, you can resize individual components or change how the snap-to functionality works.

Tip: Consider creating a copy of your dashboard before resizing components or changing the layout. That way, you can experiment with changes without worrying about affecting the published dashboard.

To resize components and change the dashboard layout

  1. Open the dashboard you want to modify.
  2. In the menu bar on the right, click the Layout button () > Placement and choose from the following options:
    • Place anywhere: Freely move components wherever you’d like on the dashboard,
    • Align to top: Automatically snap components to the top of the dashboard.
    • Align to left: Automatically snap components to the left side of the dashboard.
  3. Resize individual components using the grabber in the lower-right corner of each component.

The video below demonstrates how to resize components:

Adding an alert on a live report (Enterprise only)

  1. Click a live report on your dashboard.
  2. In the panel on the right, click Alerts > Add alert.
  3. Under Alert level, choose the threshold that will trigger the alert (for example, when the report returns more than a 100 tickets).
  4. Under Background color, choose the color that the report will turn when the alert’s threshold is reached.


Customizing the tooltip on a report

  1. Click a report on your dashboard.
  2. In the panel on the right, click Tooltips.
  3. Update the text that should appear when a user hovers over the report, or turn off the tooltip completely by unchecking Show tooltip.

Allowing drill in on a live metric (Enterprise only)

Note: Drill in is available only for the following agent status live metrics: Agents online, Agents offline, Agents away, Agents invisible, Agents transfer only. For details, see Live data widgets for Explore dashboards.
  1. Click an agent status live metric on your dashboard.
  2. In the panel on the right, use the options under the Drill in heading to configure how much detail dashboard viewers can see when they drill in on the live data metric. For more information, see Seeing live agent status and activities.
      • Agent statuses: Allows the viewer to see the list of agents in each status.
      • Work items: Allows the viewer to see an individual agent’s tickets, chats, and conversations.

Adding a filter

  1. Click the plus (+) icon.
  2. Click one of the following, and then select the filter or filters you want to add:
    • Live filter: (Enterprise only) Filters live data by ticket brand or group. When somebody views your dashboard, they can select up to five values to restrict the results by.
      Note: Don’t add multiple copies of the same live filter. If you do, dashboard viewers can select up to five values in each (for a total number greater than five across all copies of the filter), but the report results will not be accurate.
    • Time filter: Filters historical data by a specified time period. When somebody views your dashboard, a default value of 30 days is applied, but the viewer can change the time range as needed.
    • Data filter: Filters historical data by the specified attributes. When somebody views your dashboard, they can select an unlimited number of values to restrict the results by.
  3. Click and drag the filter wherever you want it to appear on the dashboard. The filter automatically snaps to the closest line on the grid.
    Tip: To change the component's size or placement, see Resizing components and changing the dashboard layout.

Adding a text component

Text components let you add additional context to your dashboard, like descriptions of the reports or section headers.

  1. In the beta dashboard builder, click the plus (+) icon in the upper right.
  2. Under Other components, click Text.
  3. Click the component that appears on your dashboard and type in your text.
  4. Use the formatting tools underneath the component to format your text, including styles, colors, links, and more.

Renaming a report or filter

  1. Click a report or filter on your dashboard.
  2. In the panel on the right, click the options menu icon next to the component's name.
  3. Click Rename.
  4. Enter a new name for the component and click the checkmark.

Removing a report or filter

  1. Click a report or filter on your dashboard.
  2. In the panel on the right, click the options menu icon next to the component's name.
  3. Click Remove > Remove item.

Adding tabs to a dashboard

If your dashboard contains a lot of information, you might want to separate this information into different tabs to improve the dashboard’s usability.

The Tabs pane appears to the left of your dashboard. From here, you can add and manage tabs for your dashboard.

By default, a dashboard has no tabs. A dashboard must have at least two tabs for anything to appear in the Tabs pane.

To add a tab

  • In the Tabs pane, click the plus (+) icon.

A new tab appears in the list. Newly created tabs are named New tab by default and are always empty.

When you add a tab to a dashboard for the first time, two tabs (not just one) appear in the Tabs pane. This is because any existing dashboard contents are preserved as the first tab, and a blank dashboard is created as the second tab.

Note: You can create up to ten tabs per dashboard.

To rename a tab

  1. In the Tabs pane, hover over the tab you want to rename.
  2. Click the options () icon and click Rename.
  3. Give the tab a descriptive name, and click the checkmark to save it.

To reorder tabs

  • Click a tab and drag it lower or higher in the list to change the order of the tabs.

To delete a tab

  1. In the Tabs pane, hover over the tab you want to delete.
  2. Click the options () icon and click Delete.

If you delete all dashboard tabs except for one, the last remaining tab is no longer considered a tab and doesn’t appear in the Tabs pane. Instead, the contents of the last remaining tab become the only contents of the dashboard.

To hide or show tabs

  1. Click the arrow in the top-right of the Tabs pane to hide the list of tabs.
  2. Click the arrow again to show the pane.

Toggling drill in on a dashboard

The drill in feature lets dashboard viewers refine the results of a report by slicing its metrics by additional attributes. For details, see Using drill in to refine your reports.

By default, drill in is allowed on any dashboard built with the beta dashboard builder.

To toggle drill in on a dashboard

  1. In the beta dashboard builder, click the settings icon ().
  2. Select or clear the Allow drill-in checkbox, depending on whether you want dashboard viewers to be able to refine a report’s results.

Editing a dashboard

You can edit a dashboard you’ve already created using the beta dashboard builder.

To edit a dashboard

  1. Click the Dashboards library icon () in the left sidebar.
  2. Hover over the dashboard you want to edit and click Edit.
  3. Add, customize, and remove components as needed.
Tip: Use the Undo () and Redo () buttons to quickly adjust any edits you make. Note that these actions work across tabs. If your dashboard has multiple tabs, changes that you undo or redo might be on a tab other than the one you’re viewing.

Previewing a dashboard

You can preview a dashboard to see how it will look from an end user’s perspective.

To preview a dashboard

  1. In the beta dashboard builder, click the View button in the upper left.

Sharing a dashboard

When you create a dashboard in Explore, by default only you can see it. To share your dashboard with others, you need to invite them.

To share a dashboard with other agents

  1. Open the Invite people menu using one of the following methods:
    • From an open dashboard: Click the Share button.
    • From the dashboards library: Click Share from the options menu drop-down to the right of your dashboard’s name.
    The Invite people menu opens.
  2. In the Add team members or groups field, search for and select the agent or group you want to share with. If you’re not sure which users are in a group, hover over View info to see up to 20 members of the group, organized alphabetically.
  3. In the Access field, decide whether you want to restrict the dashboard’s data for the users you’re inviting. See Dynamically adapting dashboard data based on viewer.
  4. (Optional) Clear the Send email notification checkbox if you don’t want to send an email notification to the invited users to view the dashboard. If you don’t send an email, users can still find the dashboard in the report library or by going to the dashboard’s URL.
  5. Click Invite people.

Sharing a dashboard externally (Enterprise only)

If you’ve enabled external link sharing, you can share dashboard links with people outside of your Zendesk account.

This section contains the following topics:

Generating an external dashboard link

  1. Create a new dashboard or open an existing dashboard.
  2. Click the drop-down arrow next to Share and select Get a link.

    The Create link window opens.
  3. In the Access type field, select whether viewers of the dashboard link should be able to see All data, or only the data included in a specified dashboard restriction.
    Note: Dashboard restrictions that use the Based on viewer setting can’t be shared externally and don’t appear in this list.
    Tip: Click Create dashboard restriction in the drop-down to easily create a new dashboard restriction. See Dynamically adapting dashboard data based on viewer.
  4. (Optional) Deselect Protect with password so viewers don’t need to enter a password to open the dashboard.
  5. (Optional) Enter a new password to replace the randomly generated password. You can click the eye icon to view the password in plain text. Passwords must meet the following criteria:
    • At least 10 characters
    • 1 uppercase letter
    • 1 symbol
    • 1 number
  6. (Optional) Click Copy password to copy it to the clipboard. Save this password in your password manager, as it can’t be displayed again. However, you can reset the password later, if necessary.
    Note: If a user attempts to access a password-protected dashboard and enters an incorrect password five times, the dashboard becomes inaccessible for all users for five minutes.
  7. Click Create link.
  8. Click the drop-down arrow next to Share and select Get a link again.
  9. Click Copy link to copy the external dashboard link to the clipboard.
  10. Share the link (and password, if applicable) with anyone who needs to view the dashboard.

Resetting the password on an external dashboard link

  1. Open a dashboard that you’ve already generated an external link for.
  2. Click the drop-down arrow next to Share and select Get a link.
  3. In the Get link window, click the options () icon and select Reset password.

The previous password will no longer work for accessing the dashboard via the external link.

Removing the password on an external dashboard link

  1. Open a dashboard that you’ve already generated an external link for.
  2. Click the drop-down arrow next to Share and select Get a link.
  3. In the Get link window, click the options () icon and select Remove password.

Anyone with the link can now view the dashboard without entering a password. If necessary, you can reset the password to add one back.

Deleting an external dashboard link

  1. Open a dashboard that you’ve already generated an external link for.
  2. Click the drop-down arrow next to Share and select Get a link.
  3. In the Get link window, click the options () icon and select Delete link.

The previously generated link will no longer work for accessing the dashboard. If necessary, you can generate a new link.

Exporting dashboard content

Sometimes, you might want to save the current version of a dashboard tab or report. Or, you might want to view the data in a different format. You can save individual dashboard tabs or reports to your computer using the Export option.

This section contains the following topics:

Exporting a dashboard tab

You can export an entire tab from the dashboard builder. When exporting tabs, you must export them one at a time. It's not possible to export all of a dashboard's tabs at once.

To export a dashboard tab

  1. With a dashboard open, select the tab you want to export.
  2. (Optional) Next to the dashboard’s name in the upper-left, select the dashboard restriction you want to export. If you want to export all data from the tab, make sure All access is selected.
  3. Click the export icon in the top-right corner of the dashboard.
  4. In the Export dashboard window, select an export format of CSV, Excel, Image, or PDF. See Choosing an export format for more details about each option.
  5. Click Export dashboard.

Exporting drill in results

You can export the contents of a drill in window.

To export drill in results

  1. With a dashboard open, drill into a report.
  2. Click the drop-down arrow next to Export and select an export format of Excel or CSV.
  3. Click Export.

Cloning a dashboard

When you need a dashboard that’s similar to an existing dashboard, you can clone the existing dashboard and tweak it from there. Cloning dashboards is faster than recreating them from scratch.

To clone a dashboard

  1. Click the Dashboards library icon () in the left sidebar.
  2. Hover over the dashboard you want to clone and click the settings drop-down to the right of your dashboard’s name.
  3. Click Clone.
  4. In the Clone dashboard menu, choose a new name for the cloned dashboard, and decide whether you want to clone the reports as well as the datasets.
  5. Click Clone.
Tip: If you’re planning to simply add new reports to a dashboard, there’s no need to clone the reports or datasets. However, if you want to customize the reports for the cloned dashboard in a different way than the original, you must clone the reports. Cloning the dataset is rarely needed. It’s useful only if you want to separate the cloned reports in a different dataset.

Deleting a dashboard

If you no longer need a dashboard, you can delete it. This keeps your dashboards library cleaner and makes it easier to find the dashboards you do need.

To delete a dashboard

  1. Click the Dashboards library icon () in the left sidebar.
  2. Hover over the dashboard you want to delete and click the settings drop-down to the right of your dashboard’s name.
  3. Click Delete.
  4. In the Delete dashboard menu, click Yes, delete.
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57 Comments

  • Paola Rivera

    This is a great start. Way easier to work with than the existing Explore dashboard. I'd love to see a date filter to look at historical data, not just live data.

    1
  • Dave Kavalsky

    This looks nice, but any shot we'll be able to embed these dashboards at some point? It would be great to be able to make them easier to access and view so I don't have to manually pull data into spreadsheets and use a third party if I want to embed the data on a page.

    0
  • Walter Bellante
    Zendesk Product Manager

    Hi Paola Rivera,
    thanks for your comment.

    We've listened to your feedback and we've just released historical data, time and data filters.

    Feel free to try them and share your thoughts.

    2
  • Sigmund Domingo

    I have tried to use the new Beta Builder to create an essential clone of the Live Data. Once the New and Open tickets were removed and replaced with the 30-min and 60-min data, we lost the All-time counts of these metrics. To add New and Open tickets, I was first required to create a new Report (Query) with New and Open Ticket data.

    Once I entered this new report and tried the Time Filter, I find that the value does not change no matter what time filter I use. Here is a screenshot of a time filter based on Ticket Created Date over the course of 6 months.

     

    And here is the screenshot with Ticket Created Date over the past 7 days:

     

    As can be seen, the values are the same.

    Translating this over to the old builder, the filter worked properly to the historical part of the report:

     

    0
  • John Costello
    Zendesk Product Manager

    Hi Sigmund Domingo

    Thank you so much for reporting this issue we have identified a fix and believe we have resolved the issue you experienced.

    Our fix is now in Production - could you test it out for us and let us know if the issue you identified has been resolved?

    Regards

    John Costello 
    Explore Product

    0
  • Sigmund Domingo

    Hi John,

    Thank you! It seems to be working now.

    Here are the values for "All Time":

    And here are the values for the last seven days:

    0
  • Erin O'Callaghan
    Zendesk Documentation Team

    In the beta dashboard builder, we’ve released four new templates that help you quickly create dashboards to report on historical (non-live) data:

    • Support solved tickets
    • Support resolution time
    • Support volumes
    • Support satisfaction

    You can choose a template when you start creating your dashboard.

    0
  • Ray Van Voorhis

    Is schedule-sending reports to an email target on the roadmap for this beta?

     

    Loving it so far!

    1
  • Walter Bellante
    Zendesk Product Manager

    Hi Ray Van Voorhis,
    thanks for sharing your feedback, I appreciate it.

    Scheduling dashboards will be available in the new experience.
    Here you can find the full list of features we plan to have in the new builder.

    Thanks,
    Walter

    -1
  • Ray Van Voorhis

    Amazingly helpful. Thank you Walter!

    0
  • Dave Symonds

    Ok I give up - where is the drill down option on the dashboard - I have set it in the report but no luck in the dashboard

     

    0
  • Dave Symonds

    Also can i set the dashboard width - there seems to be less functionality compared to the original dashboard?

    3
  • Walter Bellante
    Zendesk Product Manager

    Hi Dave Symonds,
    thanks for trying the new dashboard builder.

    We are still in beta and working to include more features in the product.
    We plan to support drill-in before we move to GA and to include further options to modify the width of the dashboard.

    You can check the full list of features here.

    Thanks again for your feedback,
    Walter

    -1
  • Joey

    You should remove the Drill In setup from this page, just like Dave I looked everywhere and couldn't find it. Had to look into the comments to find out it doesn't exist yet which is a giant pain and now have to rebuild the dashboard as this is a crucial functionality.

    1
  • Erin O'Callaghan
    Zendesk Documentation Team

    Hi Joey, I've updated the article to specify that drill in is available only for agent status live metrics (Agents online, Agents offline, etc.). Sorry for the confusion!

    -1
  • Harper Dane

    I'm not seeing any way to add dashboard tabs in the beta builder. Is it not possible at this time, or am I missing something?

    1
  • Walter Bellante
    Zendesk Product Manager

    Hi Harper Dane,
    thanks for your interest in the new dashboard builder.

    While Tabs are not currently available, they are planned to come before the product is in GA.
    You can find the full list of features planned here

    Thanks,
    Walter

    1
  • Rick Marx
    • Edited

    Would it be possible to get global filters in the beta dashboard?

    For example, we have dashboards that have both widgets from the ticketing and the SLA dataset on them. We have data restrictions in place for the different teams and a filter for the assignees (ticketing and SLA, with no indicator which is which). It is currently confusing for users when having to use multiple data filters that show the same options and can't be used simultaneously.

    Or is there another solution for this perhaps?

    Additionally, as this is the highest level of our dashboard, we want to be able to simply share it with the different teams on their own level as well, which is currently not possible when needing multiple filters. I now need to copy the dashboard for every team and adapt every report manually, which brings up the issue of not being able to open them in a separate window which is very time-consuming.

    This, then brings up again a new issue, with several similar reports with similar names, once I want to add a new report to the dashboard I am unable to distinguish the different reports, it would be nice to have a tooltip when hovering that shows the full name of the report.

    It all works in the end, just wondering if I'm doing something wrong in my workflow causing it to be so time consuming, or if these improvements could be considered somehow.

    1
  • Colin Hutzan

    Any table report I add to the beta dashboard builder is coming up blank. Other chart styles are fine. Why is this?

    0
  • Paul Fiorentino (he/him)

    Hello Colin Hutzan

    We currently are working on a bug fix that could be related to the issue you are facing.

    We will keep you posted as soon as the patch is released to ensure everything is working well on your side.

    Thanks a lot for your patience and sorry for the inconvenience,
    Paul

    0
  • Colin Hutzan

    Thanks Paul. Tables seem to be working now but reports with explosions are not.

    0
  • David Zeplin (Olaf)

    When will this become visible, right now I do not see any beta?  I received announcement from Zendesk (Announcing drill in for the beta dashboard builder by Walter Bellante). 

    0
  • Walter Bellante
    Zendesk Product Manager

    Hi David Zeplin (Olaf),
    thanks for your interest. 
     
    The new dashboard builder is currently available to Enterprise customers only.
    We plan to release it to Professional customers in the next 8 weeks.

    You can learn more about the available and planned features here

    Regards,
    Walter

    0
  • Shayan Moussawi

    Unfortunately the new Drill In Feature does not seem to be working properly.

    The option to drill in only appears when you are editing the report (and then respectively also viewing) once reloading the page, you no longer can drill in.

    This also prevents any other users who cannot edit the report from drilling in.

    0
  • Justin Dyck

    Is it possible to disable the new responsive width feature? Honestly it works well, I just prefer to have a consistent width so that I can tweak the formatting and ensure it remains exact.

    1
  • Agnieszka Czajka
    • Edited
    Zendesk Product Manager

    Hello Justin Dyck! At the moment there is no possibility to disable the feature. In the future we plan to introduce the option to have a selection of canvas with consistent width that would allow for more exact formatting. Keep an eye on these article and our announcements to be up to date on changes around these feature.

    0
  • Kelli Acosta
    • Edited

    UPDATE: Not sure what was stuck here, but ultimately, this issue resolved itself.

    Are there limits to the number of reports or other components that can be added to a dashboard? I'm not currently able to add more text boxes or reports. When I click to add them, nothing happens. I've got 34 objects currently (reports, text boxes, and filters) on my dashboard.

    0
  • Felix Malm

    Would be extremely helpful if i could add live data from multiple phone lines in the same dashboard as an overview. 

    For example we currently have customer service in Sweden, Finland and Norway. Centrally operated in the same place but if i choose live data for the swedish team it's not possible to view the calls for the norwegian or finnish team at the same time in the same live data dashboard

    0
  • Denise Sehlmeyer

    I have alerts set that work great when I'm in Edit mode, but the minute I go back to View mode they don't show.  In addition there is no save button (or way to save the live Messaging dashboard that I can find) and it says last saved 6 months ago, even though I made changes this morning? So how do I save?

    1
  • Sam

    Is it possible to export reports from the beta dashboards?

    The old dashboards had a hover-over icon to download csv/excel/pdf/image

    2

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