| Suite | Professional, Enterprise, or Enterprise Plus |
| Support with | Explore Professional or Enterprise |
When you create a dashboard, you might want certain users to see some of the data without being able to see all of it. While you could create a separate filtered dashboard for each user, it’s much easier to accomplish this goal with dashboard restrictions.
For example, you can create a single dashboard to monitor agent productivity, and then use dashboard restrictions to ensure that each agent can see only their own metrics when they open the dashboard.
This article contains the following topics:
Creating a dashboard restriction
The first step in determining what a dashboard viewer can see is creating a dashboard restriction. A dashboard restriction is a set of rules that determines what data—broken down by dataset, attribute, and attribute value—a user is allowed to view.
Customers on Professional plans can create a maximum of 10 dashboard restrictions. Customers on Enterprise plans can create a maximum of 100.
To create a dashboard restriction
- Open an existing dashboard for editing (it must have been created using the beta
dashboard builder), or create a new dashboard using the beta
dashboard builder.Tip: You can use the Support agent productivity template to quickly create a dashboard that’s designed to show a full picture of agent productivity over the last 7 days.
- Click the arrow next to the Share button and select Manage data
restrictions.
- Click Create restriction.
- In the window that appears, fill out the following fields:
- Name: Give your dashboard restriction a descriptive name.
- Dataset: Select the dataset that you want to restrict data for.
- Filter: Select the attribute that you want to restrict data for. For details, see List of dynamic attributes.
-
Values: For the filter you selected above, select up to 20 values
that will be visible to the dashboard viewer. Search for specific values
by typing. For example, if you want the dashboard to show only tickets
assigned to a specific agent, you could select a Filter of
Assignee name, and a Value of the agent’s name.
The Based on viewer option dynamically restricts a dashboard’s data based on the signed-in user. For example, if you select the Assignee name filter and the Based on viewer value, the dashboard will show only tickets where the signed-in user is the assignee.
Note: Dashboard restrictions that use the Based on viewer setting can’t be shared externally.
- If needed, click Add filter and select an additional set of
Dataset, Filter, and Values. You can add as many
filters as you need to restrict the dashboard to your desired level.
You can remove a filter at any time by clicking Remove filter underneath the corresponding Dataset/Filter/Values set.
- When you’re done, click Create dashboard restriction. The Dashboard
restrictions window appears, showing you the restriction you just
created along with any other restrictions that exist for this
dashboard.
- Click Done.
Creating a dashboard restriction is the first step in controlling what dashboard viewers can see, but you need to share that dashboard restriction with the applicable users for it to have any effect.
Sharing a restricted dashboard with users
After you’ve created at least one dashboard restriction, you need to share it with users. Sharing a dashboard restriction with a user invites them to view the restricted version of the dashboard, meaning they’ll be able to see only the data that you defined in the dashboard restriction you created above.
To share a restricted dashboard with users
- Open an existing dashboard for editing (it must have been created using the beta dashboard builder), or create a new dashboard using the beta dashboard builder.
- Click Share. The Invite people window appears.
- In the Add team members or groups field, select the users you want to share the dashboard with. Search for specific users by typing.
- In the Access field, select the dashboard restriction that defines which
data the selected users should be able to see. If you don’t want to apply any
dashboard restriction for the selected users, choose All data. The
People with access pane shows you which users can already see the
dashboard.
Tip: If none of the existing dashboard restrictions meet your needs, you can create a new one from this dropdown by clicking Create dashboard restriction. - (Optional) Clear the Send email notification checkbox if you don’t want to send an email notification to the invited users to view the dashboard. If you don’t send an email, users can still find the dashboard in the report library or by going to the dashboard’s URL.
- Click Invite people.
Viewing a dashboard with a restriction
When a user opens a dashboard that was created with the beta dashboard builder, they can see the name of the dashboard and the currently applied dashboard restriction at the top.
Users with access to multiple dashboard restrictions (like admins) can switch between the different restrictions, changing the data shown in the dashboard. Users with access to only a single restriction cannot change the selection.
To view a dashboard with a restriction
- Open a dashboard that was created using the beta dashboard builder.
- If you have access, select the dropdown next to the dashboard’s name to switch
between different dashboard restrictions.
List of dynamic attributes
You can create a dashboard restriction with any historical dataset or attribute. However, the attributes listed in the table below are the only ones that dynamically change the dashboard’s data based on the viewer.
You cannot create dashboard restrictions for live data.
| Dataset | Corresponding attributes |
|---|---|
| Support - Tickets |
|
| Support - Updates history |
|
| Support - SLAs |
|
| Support - Backlog history |
|
| Talk - Calls |
|
| Chat - Engagement |
|
| Chat - Messaging tickets |
|
69 comments
Laura Galvis
Hi!
How is scheduling work for personalized reports? Will their personalized numbers “based on viewer” be sent as a pdf or image? or people in the list of schedules will receive “all access” numbers?
Thanks
0
David Froemke
I'm still stunned that I can't send a Dashboard with various reports and cuts of the data to a single user filtered by that user. I want to build a dashboard with the various metrics we use to measure performance etc. And I want to send that data to them daily. We have too many agents to develop a custom report set for each of them.
1
Tobias Hermanns
Jul 18, 2023
Comment actions
Hi Tobias Hermanns,
while we plan to introduce it, live data is not currently available in dashboard restrictions.
Regards,
Walter
Any news here?
0
Walter Bellante
Dear customers,
I would like to address some of the questions you asked:
- Applying Filtered Views to Multiple Tabs: By using global filters, filtered views can be applied across multiple tabs. This means you only need to set it up once for it to be reflected in the overall dashboard.
- Scheduling Dashboard Restrictions: We plan to introduce this feature before the retirement of the classic builder. It will allow users to obtain a snapshot of the dashboards (including image-based formats) as if the specific viewer had opened the dashboard.
- Live Data on Dashboard Restrictions: At this stage, we do not plan to include this feature in our roadmap. We recommend utilizing filtered views to manage live data accordingly.
- Excluding Reports from Restrictions: We suggest using filtered views to ensure that reports can be excluded from filters as needed while setting a customized view of the dashboard.
Regards,
Walter
-2
Elaine Foster-Jones
Walter Bellante
Global filters does not seem to be an available feature currently. Is there a timeline for release of this feature?
Additionally, would it be possible to have some sort of roundtable or focus group with Zendesk Explore product managers to discuss the necessity of either a) excluding reports from restrictions or b) hiding filters from viewers to prevent changes? Multiple people in the comments on this article have outlined their reasoning for needing one of those options, and telling us to use filtered views when we've already outlined why that doesn't work for our use cases is dismissive of our needs as Zendesk customers. It does not seem like Zendesk is fully understanding the need for one or both of these restriction exclusion or hidden filter features, so a live discussion may prove more productive for everyone.
1
Tobias Hermanns
Live Data on Dashboard Restrictions: At this stage, we do not plan to include this feature in our roadmap. We recommend utilizing filtered views to manage live data accordingly.
This is not good….
We want to display for example the “Talk Waiting Queue” or “Agent Status” to different teams, so they can align better each other who take break at which time, or can start meeting when seeing other team agent state or workload in Talk Queue.
Currently they need manually pick their “Talk Group” and even a Bookmark Filter for all 20 Talk Group / Teams is too much and not “auto select” once we move Dashboard from “All” to “Team”, so multiple clicks required.
0
D.Fitz
- Excluding Reports from Restrictions: We suggest using filtered views to ensure that reports can be excluded from filters as needed while setting a customized view of the dashboard.
I'm not sure how many times I've shared this feedback but Filtered Views are NOT a viable replacement for the current filter functionality. It's now no longer possible to have two reports filtered by two different attributes (e.g. Update Ticket Assignee and Updater) on the same dashboard.
I've shared this shortcoming with tens of people over the past year and not a single person has come up with a viable solution.
0
David Froemke
Where does one go to level up their reporting game. Are there any places this group of concerned reporting masters would start?
0
Walter Bellante
Dear Customers,
I want to express our gratitude for the insightful feedback you have all contributed here regarding our new dashboard builder. Your input is invaluable in helping us enhance the product to better meet your needs.
To streamline this process and ensure we can respond to your questions promptly and effectively, we will be closing this post for new comments. Moving forward, we encourage you to share your feedback and observations in our proactive post. This will help us consolidate your insights into actionable items that improve our offerings.
Additionally, if you are experiencing any issues while migrating your dashboards, we recommend creating a support ticket. Our team is committed to providing you with the assistance you need.
Thank you for your understanding and for being an essential part of the Zendesk community.
Regards,
Walter
0