Overview of the Explore live dashboard

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49 Comments

  • Dave Dyson
    Hi Ola,
     
    You can clone that dashboard, remove the Chat live data widgets, and add Messaging live data widgets -- see Cloning dashboards and Adding live data and live filter widgets to dashboards
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  • GUSTAVO FREIRE LOPES

    Hi @...

    I have an Enterprise licence, but It seems not to be available for me.

    Can you help?

    Best Regards.

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  • Audrey Ann Cipriano
    Zendesk Customer Care

    Hi Gustavo, if you are not on the Suite plan, this feature requires both Support and Explore Enterprise subscriptions :) 

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  • Gerardo

    Hi there, 

    Will there be an option to see the live data for SLA like breached and achieved or also by SLA metrics? 

    Or is this already available?

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  • Angelique Umutoni

    Hey,

    Is it possible that I can have access to the dashboard to see the number of tickets created on a monthly basis, if so how can I see that? 

     

    Thank you!

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  • Dave Dyson
    Hi Geraldo -
     
    Live SLA breached/achieved data is not currently available, so for now you'd need to use the SLA dataset subject to the normal data sync rate for your account level, or monitor SLAs via Views: Viewing and understanding SLA targets
     
    Angelique, there's a Tickets Created by Month/Year report at the bottom of the prebuilt Support dashboard in Explore: Overview of the Zendesk Support dashboard
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  • Dave Symonds

    Hi.  What's the refresh trigger for Support?

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  • Lila Kingsley

    Just to clarify about chat + messaging (and following up on Ola's question here Dave's reply here) you can report live data for chat AND messaging just not in the same dashboard? 

    I read somewhere that existing customers can enable both chat + messaging and we may do that to test messaging out, so just want to make sure.  The note about chat + messaging in the article makes it sound like you have to have migrated from chat to messaging to see messaging data (and I read that as no longer using chat).  

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  • Jay Gianan

    Hello everyone. Would someone be able to explain the definition of the value below the actual data? *Please see highlighted in yellow

    This is how i understand it, so there is a drop of 65 new tickets from the past interval, is that correct? Does it represent variance between the previous data from the current data?

    Previous data - current data = Number below the data?

    I couldn't find a direct statement defining that information. Please assist.

     

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  • Josh

    It would be nice if ZD made a TV dashboard of their charts that we could setup in the office without trying to connect up a third party service.

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  • Dane
    Zendesk Engineering
    Hi Dave,

    If you are pertaining to the sync intervals, 24 hours for Lite Plan and 1 hour for all other plans. If you are pertaining to the actual data refresh it will be automatic.
     
    Hi Lilia,
     
    Yes, you are correct. Normally, the option for Chat + Messaging is available for older accounts. For newer accounts, also known as Messaging as Default Experience, will have Messaging automatically enabled.

    Hi Joyce,
     
    It's the same as KPI comparison. It will be the difference from the previous interval compared to the current interval.
     
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  • Devon Johnson

    Is there a way to create a live dashboard that tracks project steps completed as ticket status changes? For example, if “Y” staffer completed one portion of a project, and then moved the status to the next stage in the process, could the live dashboard update to show status percent completion by client based on where they are in that process?

    Thanks

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  • Sabra
    Zendesk Customer Care

    Interesting idea Devon Johnson! Our live dashboard metrics don't currently provide that kind of reporting, but we are always looking for places to improve our reporting abilities. I encourage you to create a new post in the Explore Feedback topic with the specific use case. In the meantime, you may be able to create this sort of custom report with the Support: Tickets dataset using the metrics available there. You can check out all the available metrics here: Metrics and attributes for Zendesk Support

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  • Angela Wadding

    Is there a way to see existing support tickets within each status in a Live Dashboard? I am working with it now and it seems to only be reporting changes rather than overall numbers. I'm looking for a way to real-time monitor our volume, thanks!

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  • Viktor Osetrov
    Zendesk Customer Care
    Hello Angela,

    Yes, you can drill into the live dashboard and check existing support tickets for each agent there. Have attached a screenshot of how it looks like from my test account:

    Hope it helps,
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  • Shannon Hayes

    Can you build a live dashboard to show live numbers for how many tickets you have open, pending and on hold within each group, rather than status update in the last 30mins / 60mins?

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  • Francis Casino
    Zendesk Customer Care
    Hello Shannon,
     
    I'm afraid that there is no native way to build a live dashboard to show live numbers for ticket counts with their statuses but as a workaround on how you can create a live dashboard showing the number of open, pending, and on-hold tickets in each group in Zendesk, you'll need to:
    1. Extract ticket data from Zendesk using their API.
    2. Process this data to calculate ticket counts in real-time.
    3. Build a live dashboard using a tool like Tableau or Power BI.
    4. Ensure the dashboard updates in real-time.
    5. Make the dashboard accessible to your team.

    Please keep in mind that this workflow might require development and integration skills, and Zendesk's capabilities may have changed, so check their latest resources and support for guidance.

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  • Stephen

    Hi,

    My question may have been answered by the previous comment, but just to confirm - is it possible to get the following live stats:

    • Number of assigned tickets currently
    • Number of unassigned tickets currently
    • Number of unassigned tickets awaiting assignment (via omni-channel routing)
    • Number of tickets by status / form
    • Number of tickets with SLA breaches
    • Number of tickets approaching SLA breach

    If this functionality is not available, are there plans to expand on what is available?

    At present the offering for Live Dashboard capabilities feels fairly slim.

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  • Jakub Tabaka

    Could you please define this a bit more?

    Active conversations: The number of conversations being addressed by an agent

    As when you build the dashbaord it is defined as "The number of messaging conversations being addressed by agents. And then the tooltip says "The number of ongoing conversations (related to tickets with Open status) that have a new message from the end user or agent".


    What does it mean that "they are being addressed by an agent"? Previously the message was saying something about 10 minutes inactivity but this has been changed now

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