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Dynamically adapting dashboard data based on viewer



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Erin O'Callaghan

Zendesk Documentation Team

Edited Dec 13, 2024


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58 comments

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Walter Bellante

Zendesk Product Manager

Hi Efrat Barak Zadok, thanks for your question.

An Importer tool will be available after the GA of the new dashboard builder. This tool will allow you to quickly import reports from an existing dashboard built with the classic builder.

Besides the Importer Tool, the Dashboard Activity feature will help you in measuring what dashboards have been viewed so you can identify the ones to migrate.

You can find the full list of features here

Regards,
Walter

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Please let me know when this functionality will be fully released ETA

Regards,

Anita

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Walter Bellante

Zendesk Product Manager

Hi Anita Rajkumar,
thanks for your interest in dashboard restrictions.

The feature is already available in the beta dashboard builder.

Regards,
Walter

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Walter Bellante Thank you for the additional information, customers are currently looking for a way to export a list of tickets with specific details outside of the Zendesk system. We currently have the Guide system set up where users are required to sign-in and therefore believe that having a Dashboard restriction for End-Users based on Organization may fulfill this requirement. 

1. Do we have an ETA when Dashboard restrictions will be applicable to End-Users? 

2. Is my understanding of how this Dashboard could be utilized correctly?

Regards,

Spencer Barrett
Tango Analytics

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Walter Bellante

Zendesk Product Manager

Hello @Spencer Barrett,

Thank you for your inquiry about dashboard restrictions. Currently, you can share dashboard restrictions with end-users through a link. This allows them to view a filtered version of the dashboard. However, the restrictions shared externally cannot dynamically adapt the data based on the end-user. To clarify, if you have multiple organizations, you would need to create a restriction for each one.

While we plan to introduce the ability to dynamically filter data based on the end-user in the future, we do not have an ETA yet. Once this feature is available, you will be able to use a single link to be hosted on Guide showcasing the filtered dashboard based on the organization to which the end-user is linked.

I hope this information answers your questions. If you have any further inquiries, please don't hesitate to ask.

Regards,
Walter

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Gerald J

Zendesk Luminary

Can I add multiple datasets on the same beta dashboard and apply multiple data restrictions? Like assignee email from Support, updater email from Update history, assignee name from Backlog?

When can we expect to see here the Agent state dateset?

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Tony

Zendesk Customer Care

Hi there!
I think it should be possible to add multiple reports each one based on a specific dataset that doesn't have to be the same, on a dashboard. Check this article to know more about dashboads.
 
Best,

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Hi, 

Are there any plans to include to include live filters in the restrictions? 

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Walter Bellante

Zendesk Product Manager

Hi Stephen, yes, we plan to include them before the end of Q2.

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How do I go about restricting access to the Default Dashboards? Do I have to re-create them in the beta builder?

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Christine Diego

Zendesk Customer Care

Hi Chad,

In case you are using Explore Lite, all Support users are granted view-only access to the prebuilt dashboards by default. However, if you are using Explore Professional, the default access to Explore is determined by the role assigned to the user during creation. For more detailed information, please refer to the following article: Understanding default Explore access.

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Any way to exclude reports from the dashboard data restrictions? For instance, we want to include reports for individual agents and their teams, but if we turn on a data restriction based on viewer, it doesn't seem to be possible to restrict to teams and an individual agent at the same time

 

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Is there a way that i can make a data restrictions for groups? i have this use case where i have two departments, and i want to prevent Group A to see the data of Group B and vice versa.

Thanks in Advance!
Samer Kaskas

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We've found that this isn't viable at the moment due to the blanket restrictions that are in place. For example, we have reports on the dashboard that are built around the Assignee from the Update History dataset as well as reports built around the Updater. If we apply a data restriction for either of these reports, it messes up the other one. 

More granularity on how these data restrictions are applied is going to be essential before we can consider this feature. 

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Walter Bellante

Zendesk Product Manager

Hi D.Fitz ,
thanks for sharing your feedback about the beta dashboard builder.

While filters can't be hidden, the beta dashboard builder allows you to exclude filters from reports and set some default filter values using filtered views.

Regards,
Walter

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When trying to add a viewer restriction by Ticket Group. I'm only able to add up to 16 groups in the restriction. However, we have more than 16 support groups. 

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Hi Walter Bellante ,

 

When adding multiple filters within a Data Restriction, the filters are applied with an AND condition, however, we would want the restriction to be applied with an OR condition.

 

For example: I want to see the number of tickets addressed by Agent A for the last 2 months as a builder and a reviewer. Agent A can either be the builder OR the reviewer, but cannot be the both on a ticket.

 

The AND condition does not display any data.

 

While we are able to achieve this with the help of Filtered Views, lacking the ability to hide data filters poses privacy concern, as agents can view data of other agents, which we would like to restrict.

 

Can the data restriction be applied with an OR condition? If not, bringing back the ability to hide filters should help us.

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Here to voice additional concern about the Omnichannel datasets not being included in restrictions. If we do not have the ability to hide filters, we need data restrictions to be applicable to any/all datasets to create functional dashboards for each of our team's productivity metrics. Currently, we have a dashboard looking at schedule adherence for our agents, which is measured based on their online time for certain channels. These reports are useless if we cannot restrict this data based on the viewer. We do not want agents to have access to other agents' individual data via these dashboards, so filters & default filter settings will not meet our needs because we cannot hide them.

 

We either need the ability to hide filters, like the Legacy dashboards had, or we need all datasets included in data restrictions.

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Not being able to set a Talk Dataset restriction around the Leg Agent Name handcuffs my ability to show a user how many calls they personally missed. Using the current data restriction elements with call agent name displays the number of missed calls other agents on the team had, that the current user answered. If I use Leg Agent ID for the Talk Dataset, and Assignee Name for Support and SLA datasets, the personalized dashboard will not load any datapoints. There needs to be a way to exclude filters from reports while also showing data based on user. 

Does ZenDesk plan to add Leg Agent Name into dynamic filters? Are there any workarounds to the above issue?

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I have 3 team leads and I would like each one to see data of his own team members - how should I define it in the restrictions?
They are not the assignee in the tickets.

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Walter Bellante

Zendesk Product Manager

Hi Efrat Barak Zadok ,
thanks for your interest in dashboard restrictions.

Assuming your team leads are assigned to their corresponding group, you can create a dashboard restriction on “Ticket group” and select “Based on viewer” as a value.

When they open the dashboard restriction, they will be able to see just the data that is related to their group.

Regards,
Walter

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Hi Walter Bellante,

I just wanted to follow up on your comment from last year regarding the following capability.  Has there been any update that you could share with us?  It is a much anticipated feature for several of our clients.

While we plan to introduce the ability to dynamically filter data based on the end-user in the future, we do not have an ETA yet. Once this feature is available, you will be able to use a single link to be hosted on Guide showcasing the filtered dashboard based on the organization to which the end-user is linked.

Jimmy Long ~

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I would like to schedule the delivery of a dashboard to our agents. The report was built with all agent data in there.  It's a simple list of open/backlog tickets.  How can I schedule that delivery to agents based on their OWN data and not everyone else's.   

UPDATE 1/7/2025:  

It is my understanding that there is no way of doing this currently in the new Dashboard Builder.  How can I schedule the sending of a dashboard that includes a report where the data is filtered based on the login info of the viewer?

 

 

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Hi Walter Bellante Thanks for your answer.

Our different teams all have the same group - I have distinguish them via a set I created in the calculation →attributes option. 

How can I do the same in the new dashboard?


 

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Walter Bellante

Zendesk Product Manager

Hi Efrat Barak Zadok ,  
Thank you for your interest in dashboard restrictions.  

 

You can utilize calculated attributes within dashboard restrictions.  
 

Regards,  
Walter

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Walter Bellante Can you please let me know how I can use in the dashboard restrictions sets I created as a calculated attributes?

For example I created a set which is based on assignee name. 
But when I select the assignee name in the Filter option - I cannot find the set I created in the drop down values options.
I also cannot find my set in the filter option.

I would appreciate your guidance here

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Is there a way to duplicate filtered view to different tabs? Instead of manually creating them again and again for every tab?

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I second this! Would be great for there to be a checkbox in the filter configuration to “Apply this filter to all Dashboard tabs”

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