Explore recipe: Getting to know dashboard filters

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17 Comments

  • Alex King

    Very helpful, thank you for posting :)

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  • Flair Customer Support

    The time filter takes up a lot of real estate on the dashboard. It'd be great if it could be made collapsable.

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  • Flair Customer Support

    I found a way to make it collapsible!

    1. Tap the down arrow on the widget to "Edit filters"
    2. Under Display, select "In a drop-down"

    However, when using the widget, if it overlaps a report, the UI doesn't update when you collapse the widget.

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  • Rob Stack
    Zendesk Documentation Team

    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!

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  • Hari Chandana

    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?

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  • Adam Goodell

    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. 

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  • shelley

    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?

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  • Hari Chandana

    Hi Adam,

    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?

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  • Adam Goodell

    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.

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  • Gabriel Manlapig
    Zendesk Customer Care
    Hi Harichandan, 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 mentioned in this helpful article - Why do end users show in my assignee filter on my dashboard?
     
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  • Paul Spencer

    Hi,

    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?

    Thanks

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  • Dane
    Zendesk Engineering
    Hi Paul,

    For each dashboard, you should set a Bookmark to designate the specific filter for it which will then be sent to your agents.
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  • Ilaria

    I have an issue: I created a report that shows, in a table, the number of incidents that were added to the different Problem Tickets, week by week. In the report I also specified that it has to only show tickets created in 2023.

    Then I added this report to a Dashboard and I applied a time filter to the dashboard so that it's possible to only see tickets created, let's say, in April or in May. But the filter doesn't work. No matter which timeframe I select, the report won't change and it keeps showing all tickets created since the beginning of 2023. What's the issue?

    EDIT: I also tried to make it differently and remove the 2023 filter from the report. Nevertheless, the time filter in the dashboard doesn't work. 

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  • Zsa Trias
    Zendesk Customer Care

    Hello Ilaria,

    Are there multiple reports added to the dashboard? Are they from different datasets? 

    When selecting a filter, you have to make sure that you are selecting the filter from the same dataset as the report where you would like to use the filter:

    If you need the filter to be applied across different datasets, you would need to link the data filter attributes to the equivalent attributes from other datasets. Reference: Link data filters

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  • Ilaria

    Hi Zsa Trias, thanks! I realized that when I placed the time filter on the dashboard, I didn't set any time attribute to the filter (such as "Ticket created"). Problem solved!

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  • Rossen Goranov

    How can I remove the actual 'Data Filter' tag?

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  • Alex Zheng
    Zendesk Customer Care
    Hey Rossen,
     
    Do you think you can add a screenshot just to make sure I can understand what exactly you are referring to?
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