Overview of the Explore live dashboard

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17 Comments

  • Antonio Naddeo

    One of things we don't in Explore is some sort of live tracking on how many agents are working on support tickets (live). With live dashboard for Zendesk Support, would it be possible track something like number of live agents updating tickets? Thanks! 

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  • Heather Rommel
    Community Moderator
    The Product Manager Whisperer - 2021

    Hi all,

    I'm not sure who to give Kudos to Rob Stack, but please thank whoever put this amazing dashboard together - it's fantastic!

     
     
    1
  • Rob Stack
    Zendesk Documentation Team

    Thanks so much Heather Rommel, I'll be sure to pass this feedback onto the team!

     

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  • Francisco Manalo

    Hello!

    Would I be able to create a live ticket tracker by employee?

    1
  • Rob Stack
    Zendesk Documentation Team

    Hi Francisco, I don't think that's possible right now, but it's a great idea for a feature. I'd definitely encourage you to add that to our Explore feedback section at https://support.zendesk.com/hc/en-us/community/topics/360001200913
    This will make sure it comes to the attention of product group members and other customers who can then vote for your idea. Thanks!

    1
  • Rachel Cabana

    Is it possible to set up any email notifications for this Live data dashboard reporting? Our goal is to find a way for one or two of our Admins to receive live data reporting by email as a way to track any spikes in ticket volumes. Currently, there is no feature that exists within Zendesk that allows this so I'm wondering if there something within this feature of Live Data Dashboards that can simply be emailed to us (as frequent as we want) as an alternative?

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  • Rob Stack
    Zendesk Documentation Team

    Hi Rachel Cabana, thanks for the feedback. While this is not currently possible, the engineering teams are aware of this need. To assist them in planning and prioritizing, it would be great if you could add this request to our Explore feedback section at https://support.zendesk.com/hc/en-us/community/topics/360001200913 Thanks!

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  • Edwin Woo

    Hello just curious as to what the time frames are when looking at this data? For example, it shows we have 2500 new tickets within a certain group. Is that for the last 24 hours? 

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  • Dave Dyson
    Zendesk Community Manager

    Hi Edwin! That's the number of tickets currently to that Group that are currently in New status (not the number of newly-created tickets assigned to that Group within a given period of time).

    For more information about the different ticket statuses, see About ticket fields

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  • PT Dadlani

    Hi - Is it possible to port over an existing dashboard into a live one without having to recreate it in totality?

    Thanks,
    PT

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  • Dave Dyson
    Zendesk Community Manager

    Hi Punit,

    You can't port a dashboard into another dashboard, but you can clone an existing dashboard and then modify it (including adding live data widgets to it): see Cloning Explore dashboards and Adding live data and live filter widgets to dashboards. Hope that helps!

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  • Emma Nightingale

    Hi, 

    I have explore enterprise but don't have access to the live dashboard?

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  • Cheeny Aban
    Zendesk Customer Care

    Hi Emma,

    I suggest that you reach out to your Account Executive so they can review the details of your plan and check if you should have access to this functionality.

     

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  • Edwin Woo

    Is it possible to filter the dashboard by a certain form? It only allows me to view the support group.

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  • Dave Dyson
    Zendesk Community Manager
    Hi Edwin,
     
    I'm afraid it's not possible to filter the live dashboard by the ticket form. In case you're not already aware, you can filter the default Zendesk Support dashboard by ticket form, and it's also possible to create a View that filters tickets by ticket form. 
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  • Edwin Woo

    Dave Dyson Is it possible to break down the widgets and see the ticket ID's? 

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  • Dave Dyson
    Zendesk Community Manager
    HI Edwin, not presently. Views would be the way to see ticket IDs in a "live" way.
    0

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