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.
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
- 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. The available options depend on which datasets your dashboard uses. For details, see Available datasets and attributes.
- Filter: Select the attribute that you want to restrict data for. For details, see Available datasets and attributes.
- Values: For the filter you selected above, select which values
should 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 logged-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 logged-in user is the assignee.
- 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
- 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.
Available datasets and attributes
The table below lists which datasets and corresponding attributes are available when creating a dashboard restriction.
|Support - Tickets||
|Support - Updates history||
|Support - SLAs||
|Support - Backlog history||
|Talk - Calls||
|Chat - Engagement||
|Chat - Messaging tickets||
Edit: In case it's unclear, this feedback is specific to the Agent Productivity Reporting Template. I don't see anywhere to give feedback on this.
Some feedback on this. Apologies if my tone is brusque, my intent is simply to approach this with a critical eye.
As far as I can tell, this is a count of how many tickets are assigned to the agent that were created in the last seven days – regardless of whether the agent has replied to them even once yet. That’s a very strange metric. I would be curious what Zendesk’s intent for use for this metric is. It doesn’t work for us because agents may take 7 tickets for 3 hours, work 3 of them, and never work on the remaining 4, with those being passed off to another agent. They shouldn’t be counted and it will make it very difficult to reconcile numbers across the team if they are, as the time of the report being generated will impact this. I would anticipate spending a lot of time trying to figure out why tickets are being double counted if we sent this report out to agents and supervisors.
4. The metric “Unsolved tickets” suffers the same problem as above.I might have 42 unsolved tickets, but it will return “2” if the other 40 were created more than 7 days ago. That makes this metric not very helpful for an agent to see their actual workload, and will lead to a lot of emails about why the dashboard isn’t counting all their work. It doesn’t make sense to constrain unsolved tickets assigned to an agent by the date of creation on a dashboard intended to reflect productivity.
5. The lack of ability to add filters for things like Tags to the entire Dashboard renders it useless for me for the one task I need this for, unfortunately. I need to filter out merged tickets, for example, from basically all metrics. Editing every report on the Dashboard to do this behind the scenes, makes it impossible for the viewer to know why some tickets are excluded. This then leads to me having to spend time explaining why ticket x wasn’t counted. I want and need the filters on reports to be visible and filterable at a Dashboard level, for all things, not just the select few filters that are currently allowed on this Beta version.
This is a wonderful and very useful feature for us! One question: Can dashboard restrictions be copied to multiple dashboards? For example, maybe my restriction is "Group ABC" and it's a filter on ticket group with values "Group A", "Group B", "Group C". I'd like to reuse that filter across different dashboards instead of recreating it. Is that possible? Thanks!
Hi Steve Steffel,
thanks for your positive feedback and interest in the feature.
While I understand you want to reuse the same dashboard restriction across different dashboards, we currently do not plan to support saving restrictions.
I love this feature, but would love an expanded attribute list. In "Support - Updates history", I'd love to see "Updater name" since many of our tickets are re-assigned and we count tickets via agent update. This would 100% solve all of our data sharing problems. Thanks!
we testing the feature currently as we have 200+ Dashboards and 2500+ queries, so our reporting is impressive and customized.
I found 2 limits I can´t figure out:
a) Talk "Dataset" seems unavailable in Restriction Area; is it true? Will it come?
b) The limit of 3 datasets may not be enough, as, i.e., we are creating Dashboards for Agents Performance / KPI measuring, we need on 1 different Dashboard Datasets applied when this Agent opens Dashboard (Support SLA, Support Tickets for CSAT, Talk Calls .. ..)
c) Some larger queries can´t filter correctly instead of "per Agent" I see result of "all Agents" which should not be the case, bug?
It would be good to get some insight into that.
This is the best feature I've seen you release for the new dashboards! Why wasn't this communicated to users!
Very happy with this functionality
Question about two improvements to the new dashboard beta!
Do you have plans to exclude the restrictions from applying to certain reports on the dashboard. E.g I have an average KPI report that I calculate and dont want that to filter for only that agents user.
When are you going to introduce excluding the dashboard time filters from certain reports on the dashboard? I can do this in the legacy builder but really miss this in the new beta.
Hi Abby Armada,
thanks for your feedback.
We have just added the Updater Name and Updater Email for the "Support - Updates history" dataset.
Hi Jordan, thanks for the positive feedback.
The ability to exclude filters from certain reports will be available before the GA of the beta builder. You can check the list of features available at each stage in this article.
Hi Tobias Hermanns,
thanks for your thorough feedback.
a) Regarding the Talk dataset, what attributes would you like to see in dashboard restrictions?
b) I see why 3 filters would be limiting for your use case. We'll increase this limit soon.
c) May you please check if the report and the restriction are linked to the same dataset? If that's the case, could you open a ticket so my team can look into it?
Hi Walter Bellante
thanks for your feedback here!
a) We need the "Leg Agent Name" to identify Missed / Declined Calls from the Agent to perform KPI Dashboard :)
b) Thank you, that would be amazing.
c) Yes, it is the same dataset, it works a bit in "Edit" Mode but after Publish or refresh, it may fail to render the report correctly. It´s under 11209679
I waiting for feedback for a week here, I am not even sure if they understand it right you may check the status. The Dashboard with the issue is still ready for duplication. And in case I shorten the list by "time filters" in the query, it looks better.
Hi Tobias Hermanns,
we have now increased the limit on the number of filters from 3 to 5.
We will include additional attributes related to the Talk (including Leg Agent Name) and Messaging dataset before the end of Q1. Keep an eye on this article to learn when it's live.
That sounds good! We are converting more and more to this Dashboard style.
The talk would be a fantastic enhancement.
We are also missing the New Dashboard Builder Tabs (it is on the roadmap). I think if we have them, we have our base to go.
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