This article outlines some of the best practices you can use to help you get the most from dashboard filters.
This article contains the following sections:
- Use reports from fewer datasets
- Select time filters you need
- Link data filters
- Exclude filters from reports
- Using time filters on dashboards
- Save default filter values via bookmarks
- Using filters across multiple tabs
Use reports from fewer datasets
To simplify the dashboard filtering process, don't use reports from too many datasets. Normally one or two datasets will provide enough data. For example, reports in the most common prebuilt dashboard tabs are based on one dataset.
Sometimes, you'll need to add reports to a dashboard from multiple datasets. In such situations, review the reports placed in the tab to ensure that they can't be created from the same datasets.
Select the time filter attributes you need
Each dataset has multiple time attributes. All these attributes are listed in the time filter menu and can be used to filter the dashboard tab. If reports that were added to the dashboard are from multiple datasets, then time attributes from multiple datasets will be available in the filter menu.
The goal is to select only those time attributes that you actually want to use for filtering the reports in the tab. Normally, you will need one to three time attributes per tab. For example, the Tickets tab of the default Support dashboard uses two attributes for time filtering, Ticket created and Ticket solved.
Link data filters
If you are using more than one dataset in the same dashboard, you need to link data filter attributes to the equivalent attributes from other datasets.
For example, the Satisfaction tab of the default Support dashboard uses reports from two datasets, Tickets and Updates history. The data filters are based on the attributes from the Tickets dataset. To ensure that these filters are applied on all reports, they are linked with attributes from the Updates history dataset.
Exclude filters from reports
There are three main reasons for excluding dashboard filters from individual reports:
- You are using more than one attribute in the time filter
- You don't want some of the reports to be affected by a specific filter
- A dashboard filter might override results returned from a filter on the report itself
Dashboard filters can be disabled for each report via the Exclude filters setting.
To disable dashboard filters for a report
- Select a report widget in the dashboard.
- In the right top corner of the widget, click the arrow button.
- In the menu, click Exclude filters.
- Choose the filter type, then select the attributes that will not be applied to the report.
Using time filters on dashboards
When using time filters on dashboards, it’s better to select a specific time limit rather than the All history value. Selecting All history really means that no time frame is selected. In other words, it doesn’t filter any report on the dashboard
As a result, if some reports on your dashboard have report-level filters, those filters will still apply even when the reports are viewed from the dashboard because All history doesn’t override them.
Save default filter values via bookmarks
Values that are selected from a dashboard filter are not automatically saved. Therefore, each time the dashboard is accessed or reloaded the filter selections are reset. Because of this, it's important to set the default bookmark for each dashboard tab. It is especially important if a time filter is used in the tab or if the dashboard will be scheduled for email delivery.
To set a default bookmark
- Configure the dashboard with the default filter values you want.
- In the Dashboard menu, click Add and select Add bookmark.
- On the Bookmark page, click Create bookmark from current state.
- Enter a display name.
- Pin the bookmark (). Pinning a bookmark ensures that it is selected by default.
- If you are not setting additional bookmarks you can hide it by clicking the arrow button in the right top corner of the widget and then clicking Hide.
Using filters across multiple tabs
With the right configuration, you can make data filters, time filters, and live data filters work across multiple dashboard tabs. To do so, you add the same filter to each tab you want it to affect.
To use the same filter across multiple tabs
- Add the filter you want to the first dashboard tab.
- Select the filter you just added and press Ctrl+C on your keyboard to copy the filter.
- Go to the next tab you want the filter to work on and press Ctrl+V to paste the filter.
- Repeat steps 2 and 3 for additional tabs as necessary.
When a user views the dashboard and applies a filter, the reports on the tab they’re viewing are filtered by the value they chose. When the user moves to another tab where you’ve added the same filter, that tab is already filtered by the same value they chose on the first tab.
If you don’t want that behavior, you can prevent filters from affecting multiple dashboard tabs, even if the same filter appears on multiple tabs.
To prevent filters from working across tabs
- In each filter you want to change, click the filter, then click Edit filters.
- In the widget settings panel, enable Do not share across tab.
- Click Close.
Now, changing the filter, or clicking a bookmark that changes the filter, affects only the current dashboard tab.
I usually want to prevent any filter on one tab from affecting queries on other tabs, and I make sure to tick the "Do not share across tab" checkbox. Have you tried un-ticking this for filters on your first tab and see if those filters apply to the queries in your other tabs?
As discussed previously, the "reset" button on the bookmarks is working as designed. The "reset" button on a bookmark resets all filters so that they no longer impact any dashboard filters. If you have hidden filters that you wish to always be active, then I'd recommend that you hide the "reset" button on your bookmark widgets.
If you want a tab at the front of the dashboard that filters all other tabs on your dashboard, you can do this by making sure you place the same exact filters on each tab of the dashboard (hiding them is you don't want them to be visible) and making sure you have the "do not share across tab" box (mentioned by Jacob above) unchecked.
Is there a way to set up a dashboard filter option to "is empty" or "is not empty" or something similar?
In this example, every single comment is in the dropdown when attempting to filter. I would like two options, tickets with comments and tickets without comments.
Romona, it sounds like I may need to know more about your use case in order to better assist. However in general when an attribute is added as a Data Filter but is not required on a Ticket, then you will likely have a "Null" value option among the other values for the attribute. The "Null" value represents the absence of any of the other attribute values. To learn more about this check out the article here:
So in essence you can filter the attribute to show either the tickets where the filter attribute was applied ( by selecting the specific value of the attribute that was used on a ticket )or not applied, illustrating the "Null" value.
Romona | Technical Support Engineer | San Francisco
NEW - Zendesk offers free, on-demand training for all of our products. Set up your account and start learning today at training.zendesk.com
Buen día tengan todos
Agradezco de antemano cualquier ayuda que pudieran darme
Tengo un filtro de agente, que me da todos los agentes registrados.
Para el usuario final del reporte quisiera solo darle la opción de elegir ciertos agentes de ese filtro. (es decir, prefiltrarle el filtro)
¿Hay alguna forma de lograrlo?
I want to align all the Satisfaction charts to use Ticket Created Date, but when I change the dates I want to use in the filter config AND the query config, none of the data actually filters. Even when I modify the queries themselves and replace 'Ticket solved Date' with 'Ticket created Date', the data seems to remain tethered to its preferred date perspective.
How do I tell the Satisfaction tab to filter EVERYTHING by Ticket created date?
Not sure exactly what the cause of your issue is, but I suspect it could be either a hidden bookmark or maybe the queries themselves are excluding the filter you want.
I hope this helps.
The clickable link features is available for ID attributes like Ticket ID, User ID and Organization ID. I'm afraid this is available with updater email or agent email.
If you believe that this functionality would be a welcome addition to Explore, I encourage you to create a new post in the General Product Feedback - Reporting and analytics (Explore) https://support.zendesk.com/hc/en-us/community/topics/1260801325209-Feedback-Reporting-and-analytics-Explore- in our community to engage with other users who have similar needs and discuss possible workarounds. Conversations with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.
Specific examples, details about impact, and how you currently handle things are helpful for our product teams to understand the full scope of the need when working on solutions.
We truly value customer feedback and your voice and votes in the forums help influence future Zendesk functionality.
Hello - when linking data filters between data sets on a dashboard, is it required to link them from both filter widgets, or do you only need to do it for one of them? For example, if I have a "Submitter role" filter on a Tickets Data set filter, and an equivalent one on the Ticket Updates Data set, is it sufficient to Link via the Tickets filter only, or do you need to do this from one to the other on BOTH of them?
Based on my testing, if you have multiple data filters on a dashboard, but they are for the same attribute (for example, if you have 2 data filters and both of them are for Submitter role, one for Tickets dataset and one for Ticket updates dataset), then the linking will only apply to whichever filter you set the link to.
Let's say, like in the scenario above, in my dashboard, I have 2 data filters, one for Ticket dataset which is for Assignee Name (Widget 1 1), and the other for Ticket Updates dataset, for Assignee name as well (Widget 2). I change the settings for Widget 1 and link this to the Ticket Updates dataset. That means, if I change the filter value for this, then it will affect my Ticket Updates dataset query.
On the other hand, in the same dashboard, if I make changes to the Widget 2, then it will still only affect the Ticket Updates queries.
Hi - I have a dashboard which is set with a bookmark to filter (at the dashboard level) for tickets created, unsolved, solved "Last Week" (11/28 - 12/4) I have scheduled delivery for Sunday. For some reason the number of created tickets has changed from the snapshot that I received on Sunday (12/5) to today (12/8). I think I can understand why unsolved/solved might change, but wondering why the number of created tickets would change?
Is it possible that tickets were deleted between those two dates? Deleted tickets are not shown in Explore: Deleting tickets
I checked with the agent and no tickets were deleted. We are also seeing the number increase from the report delivery snapshot and the live dashboard - example:
I would like to see some examples, so I am creating a ticket for this comment and you can provide me with some extra information there.
I have a dashboard with multiple filters that interact with graphs. However, when one filter is applied, it does not condition the rest of the filters. For example, if I have a user in the "Solution Type" filter with a value of "Core", and another called "Organization" with a value of "BANMEDICA", and I only want to filter by applicants who meet those requirements with a dedicated filter, all applicants from all organizations appear. Like there's no filters.
My idea is for the filters to be linked to each other, but I'm not sure if this is possible in Zendesk Explore.
As for Dashboard filters, you only have the capability to exclude the query from the filter or to select what dataset on all the queries will be affected. Hence, if you selected multiple filters it will apply it to all the query on your Dashboard and will not follow a hierarchy.
Please sign in to leave a comment.