Overview of the Explore live dashboard

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29 Comments

  • Packlink Shipping SL

    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! 

    2
  • 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

    0
  • 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!

    0
  • Emma Nightingale

    Hi, 

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

    0
  • 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.

     

    0
  • 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. 
    0
  • Edwin Woo

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

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

    Would there be any reason I can't see any of the Calls/Chats/Tickets per hour (8 hrs): in these live reports in Discover? 
    We have The Support Suite Enterprise grade license. 

    0
  • Daniel Borrego
    Zendesk Customer Care
    Hi Sholto,

    Normally the reason you are not able to see it is that there is no data available on the last 8 hours. 

    By no data available I mean, so chat started and completed No Call initiated and finished, or no ticket opened and closed.
     
    If you believe you have a problem with the dashboard, please submit a ticket, and we will investigate it further for you.
    0
  • Bryan Haeussler

    Is there any plan in the future to allow some level of customization of the live data queries?

    To give an example of an element you might want to report on in addition to just group: 'unassigned' vs. 'assigned' tickets, since this helps to understand the flow of the backlog with a bit more precision (e.g. a number of open but assigned tickets are likely to resolve more quickly than a lot of open unassigned tickets).

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  • Oliver Cyples

    Hi,

     

    Is there plans to add multiselect to the live filters at all? Love the live dashboard but due to some separation of roles within the same Team they have different groups to direct the contact, allowing multiselect would give us a holistic view of each Team as required.

     

    Thanks!

    0
  • Is there a way to implement an indicator which gives information about when the data was refeshed latest? e.g.

    Data refreshed at last: Date + Time

    0
  • Oliver Cyples

    Hey

     

    Just a few things raised by my stakeholders, if any of these could be added for future or plans on what is coming in future.

    - Ability to exclude certain tags/fields from the Tickets Solved info.

    - Individual breakdown for individual by channel showing Online and Away statuses, along with how many chats they are on vs assigned already. So show as xxxxx agent 1/3 etc. Also see channels that are in wrap up so we know how soon we'd have another available agent.

    - A tile to show how many available chats to be taken, there could be 5 agents online which can take 15 chats between them.

    - A live current day overview (separate tab possibly) so we can see things like avg wait time, longest wait time, chats over the day up to current time with same refresh rate.

     

    Thanks

    0
  • Brett Bowser
    Zendesk Community Manager
    Hey Oliver,

    Thanks for taking the time to share this with us! I would recommend cross posting your feedback in our Explore Feedback topic since that's actively being monitored by our Explore product managers. 

    You can use the following template when creating your post and I'll be sure to pass that along to our PM's.

    Thanks again! 
    0
  • Mohamed Elbawab

    Hello Team , 

    Can i use the live dashboard feature (near realtime) for any dashboard that I generate in normal dashboard tab ? 

    Thanks 

    0
  • Dave Dyson
    Zendesk Community Manager
    Hi Mohamed, welcome to the community!
     
    Generally, dashboards you create using our non-live Explore datasets will be limited to the data refresh rate determined by your Suite or Explore plan: Data refresh intervals for Explore reporting
     
    However, you can add live data and live filter widgets to those dashboards: Adding live data and live filter widgets to dashboards
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  • CJ Johnson

    Could I get some clarification on who this is available to? The article seem to have conflicting information. The header clearly states that this only available for Enterprise Explore, but the text says Support Professional also gets it, despite being greyed out in the header? 

    0
  • Alex Zheng
    Hey CJ,
     
    This is available on for Enterprise Explore plans, I believe the text you are referring to is in reference to the widgets in the dashboard. So for example if you do not have at least Chat Professional you will not have access to the Chat widgets on the dashboard.
     
    Best regards,
    0
  • Erin O'Callaghan
    Zendesk Documentation Team

    Alex is exactly correct! I've updated the language in the article to be clearer, as well.

    0

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