Best practices for using Explore dashboard filters

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24 Comments

  • Jacob the Moderator
    Community Moderator

    Hi @...

    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?

     

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  • Hannah Meier
    Zendesk Customer Care

    Hello @...,

    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.

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  • Mike Domin

    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.

     

    1
  • Romona
    Zendesk Customer Care

    Hi Mike,

    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:
    https://support.zendesk.com/hc/en-us/articles/360054847214-What-does-the-Null-option-mean-in-my-Explore-filter-

    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
    support@zendesk.com

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    1
  • Eric Prado Estrada

    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?

    4
  • James McCoy

    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?

    0
  • Jacob the Moderator
    Community Moderator

    Hi James,

    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.

    0
  • Rosie B.
    Zendesk Customer Care
    Hi Crawford, 

    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.
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  • Crawford Philleo

    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?

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  • Giuseppe
    Zendesk Customer Care

    Hi Crawford,

     

    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.

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  • Menzer Joan

    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? 

    Received 12/5:

     

    Dashboard 12/8:

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  • Dave Dyson
    Hi Joan,
     
    Is it possible that tickets were deleted between those two dates? Deleted tickets are not shown in Explore: Deleting tickets
    0
  • Menzer Joan

    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:

    Delivered 12/12:

    Viewing 12/13:

    0
  • Dan Borrego
    Zendesk Customer Care
    Hi Joan, 

    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.
     
    Thanks,
    0
  • Martin Marino Uviedo

    Hi! 

    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.

    0
  • Dane
    Zendesk Engineering
    Hi Martin,

    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. 
    0
  • Alfredo Iglesias

    Hi! 

    Does the "Link Data Filters" function work with "Sets"/"Groups" I have a group with all the values that need to be replicated and the Link does not work. I tried working with the main field "Assignee Name" and the link worked.

    Can you explain to me if this is a supposed behavior, as when I filter for the Group created, the "Link Data Option" is available.

    0
  • Elaine
    Hi Alfredo,

    When you're using multiple datasets in the same dashboard within Zendesk Explore, it's important to ensure that data filter attributes from one dataset are correctly linked to the equivalent attributes in other datasets. This ensures that filtering actions you apply to one dataset will also affect the data displayed in other datasets, maintaining data consistency and relevance across your dashboard. Please note that if the dropdown values within the set or group don't match, linking won't be possible.
    0
  • Hannah Lucid

    Hi! Is there a way to link time filters? I don't see the option available as shown in the screenshot. 

    0
  • Zsa Trias
    Zendesk Customer Care

    Hello Hannah!

    In the filter configuration, the option to 'link with' is used to match up the same fields from different datasets. But for time filters, you can simply pick all the ones you need from the list.

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  • Sarge

    Does the set bookmark remain in place when scheduling the report to send via PDF?

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  • Gabriel Manlapig
    Zendesk Customer Care
    Hi Sarge,
     
    Yes, bookmarks will remain and be applied to the dashboards sent to external users or end-users via scheduled deliveries or shared via an external link.
     
    I hope that helps. Thank you!
     
    0
  • Ariya

    How can I create a dashboard like this:

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  • Darenne
    Zendesk Customer Care
    Hi Ariya, welcome to Zendesk forum. I see that this has been handled by the Advocacy team via ticket ID #12053140. Rest assured that this will be handled accordingly. Have a lovely day! 
    0

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