In this recipe, you'll create a simple report that lists agents and the number of solved tickets for each. You'll then add the report to a dashboard and explore how dashboard filters can allow the report viewer to change the results of your report in the dashboard without changing the underlying report itself. This can be a powerful way to give report viewers the chance to configure reports just how they want. It can also save you the time creating multiple reports.
This article contains the following topics:
What you'll need
- Zendesk Explore Professional or Enterprise
- Editor or Admin permissions (see Giving agents access to Explore)
- Ticket and agent data in Zendesk Support
Creating the base report and dashboard
Before you start exploring filters, create your report using the instructions below. The report lists agents and the number of solved tickets for each
To create the report
- In Explore, click the reports () icon.
- In the Reports library, click New report.
- On the Select a dataset page, click Support > Support - Tickets.
- Click Start report. Explore creates the new report and opens the report builder.
- In the Metrics panel of the report builder, click Add.
- From the list of metrics, choose Tickets > Solved Tickets, then click Apply.
- In the Rows panel, click Add.
- From the list of attributes, choose Assignee > Assignee name, then click Apply. Explore generates a table showing all of your agents, and the number of tickets they've solved.
Tip: If your organization has a lot of agents, consider applying a filter to the Assignee name attribute to select only the names you want returned.
- Give the report a name, for example "Agent solved tickets", then click Save > Add to dashboard.
- On the Save new report to page, choose a new dashboard, enter a name for the dashboard, for example "Dashboard filters test", then click Save. Explore creates a new dashboard named "Dashboard filters test" and adds the "Agents solved tickets" report to it.
Opening your dashboard
- In Explore, click the dashboards () icon.
- On the Dashboards page, choose the dashboard you just created, Dashboard filters test.
- The dashboard opens in preview mode containing the Agent solved tickets report you created. Click Edit to start making changes.
Adding a time filter
Use this filter when you want to enable report viewers to see solved tickets (or any other metric) for a date range they specify.
To add a time filter
- In the dashboard you just opened, click Add > Add time filter.
- On the Time filter widget page, choose the attribute you want to use when selecting a date range. You can only choose from time-based attributes. Choose Support: Tickets [default] - tickets_solved_at.
Tip: The attribute names are displayed as their internal Explore names. Zendesk plans to change these to friendly names in a future update.
- Scroll to the bottom of the Time filter widget page. From the Render as drop-down list, choose Calendar.
Tip: Feel free to experiment with the other date picker types in the Render as list. These give you options to let your viewers choose simple, or advanced date ranges.
- When you are finished, click Close. For more details about the options on this page, see Adding interactive dashboard widgets.
- Explore displays the time filter. You might need to drag it to another position on the dashboard if it's obscuring your report.
- In the left month of the time filter calendar, choose the start date for your report.
- In the right month of the time filter calendar, choose the end date for your report.
Explore recalculates the report and displays the number of tickets solved in the date range you specified.
If you want to delete the time filter before you move onto the next example, click the arrow on the filter and choose Delete. Don't delete the Agent solved tickets report.
Adding a data filter
You can enable report viewers to choose from a list the names of agents who they want to see solved tickets for.
To add a data filter
- In your dashboard, click Add > Add data filter.
- On the Choose data filter columns page, choose the attribute Assignee name because you want to give the report viewer the ability to filter the report based on the agent name. You can select multiple attributes to give the viewer more flexibility.
- When you're finished, click Apply. Explore displays the data filter.
- From the Assignee name drop-down list, choose one or more names, then click Apply. (Note that the search bar appears only if the attribute has 15 or more values.)
The report table updates to show only the names you selected.
Adding a metric filter
You can enable report viewers to filter the range of results shown. For example, don't show agents with less than 50 solved tickets.
To add a metric filter
- In your dashboard, click Add > Add metric filter.
- On the Choose metric filter page, choose the metric that you want to limit results for, in this case COUNT(Solved tickets), then click Apply.
Explore displays the Metric filter slider. You can drag the two circles left and right. Explore only displays report results that are between the two values you select.
Adding a change metric
In addition to being able to see the number of solved tickets for your agents, some report viewers might also want to see a different metric like the number of unsolved tickets. You can use a change metric to give them this option without changing the original report.
To add a change metric
- In your dashboard, click Add > Add change metric.
- On the Choose change metric page, choose the metric that you want to let viewers change, in this case COUNT(Solved tickets).
- In the Restrict to this list of metrics field, choose Unsolved tickets and Solved tickets (you add Solved tickets so that viewers can switch between the two metrics). You can select multiple metrics to give the viewer more flexibility.
- When you are finished, click Apply.
Explore displays the Change metrics widget. You can now use the COUNT(Solved tickets) to metrics drop-down list to change the report table to display the Unsolved tickets metric.
Adding a change attribute
You can give agents the option of displaying a different attribute than the assignee name, for example the number of tickets solved for each ticket channel. You can do this by using a change attribute.
To add a change attribute
- In your dashboard, click Add > Add change attribute.
- On the Choose change attribute page, choose the attribute that you want to let viewers change, in this case Assignee name.
- In the Restrict to this list of attributes field, choose Ticket channel and Assignee name (you add Assignee name so that viewers can switch between the two metrics). You can select multiple attributes to give the viewer more flexibility.
- When you are finished, click Apply.
Explore displays the Change attributes widget. You can now use the Assignee name to attributes drop-down list to change the report table to display the Ticket channel metric.
Very helpful, thank you for posting :)
The time filter takes up a lot of real estate on the dashboard. It'd be great if it could be made collapsable.
I found a way to make it collapsible!
However, when using the widget, if it overlaps a report, the UI doesn't update when you collapse the widget.
Hi Flair Customer Support, thanks for the feedback. I wasn't able to replicate this behavior in my instance. I'm going to open a ticket on your behalf so the team can investigate this. You should hear back from someone soon. Thanks!
Assignee Name Data Filter is showing many irrelevant names in the Dashboard. How do I get the agent names alone in the assignee name data filter?
Hi Harichandan, if you have several agents that aren't part of the team you're interested in focusing your filter on then you could use a Set from the Assignee Name attribute and select the specific agents relevant to your filter.
Hi Adam Goodell, I have been having the same issue as Harichandana Pulikandla. Do you mind showing an example of how you would go about seting this up?
Are you asking me to apply the filter on the assignee name attribute, so that other names doesn't show up in the Dashboard Filter?
See the section on creating sets in Zendesks' article Organizing values by groups and sets. Select the users you want to include. Then in your report add the Set you created.
To ensure only agents appear in the Assignee name filter, you can do two different workarounds mentioned in this helpful article - Why do end users show in my assignee filter on my dashboard?
I have a KPI dashboard but I want to send these out to my agents. I am aware I will have to create a copy of the dashboard for John, a copy for Frank and a copy for Paul. However when I set the filters to Paul and schedule the dashboard to be sent by email.
When I received the dashboard the results were not filtered. How do you filter a dashboard so it can be scheduled? Without filtering each of the reports that make up the dashboard?
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