On November 2, the Zendesk Community hosted our latest PM Roundtable, where the product team connected with community members to hear and address feedback on the dashboard builder transition in Zendesk. After hearing from customers on what changes would best serve them, the product team drafted this response on key points raised during our roundtable. We’ve shared their summary, resources from the event, and a complete event recording of our event.
Response from the Product Team
Dear Zendesk customers,
We want to summarize what we heard from you on what could be improved regarding the dashboard builder transition at our roundtable session on November 2, 2023. Thanks to everyone who attended and for being open and transparent about what’s working and not for you, your teams, and your business.
Bookmarks
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Deep dive on bookmark use cases: you reported how Bookmark is a key component to successfully adopting the new dashboard builder. The new dashboard builder will provide the use cases currently served by bookmarks. You can find a more detailed answer here.
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Default time range: you’ve asked for the ability to set a default time range when the dashboard is initially opened. Currently, it is possible to reduce the time range of a dashboard by using a time filter. By default, this value is set to “Last 30 days,” and you are asking us to customize this value. This need will be addressed as part of the parity with Bookmarks.
- Attributes: you need more attributes on dashboard restrictions. Some of you use custom attributes with bookmarks, and we will work on providing a wider set of attributes.
Filters
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Cross-datasets filters: you would like a simpler way to configure how filters work across datasets. Before the GA of the new dashboard builder, you will be able to link filters across datasets. Similarly to the classic experience, this feature will allow you to have a single filter cascading across different datasets, reducing the number of filters on a tab.
In the longer term, we are researching how we can provide time and data filters that work across datasets without having to link them manually.
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Additional time ranges: you want the ability to filter on “Last week,” “Last month,” and “Last year” while using time filters.
We will add the capability of using these values post-GA.
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Global filters: you shared how difficult it is to set up filters across tabs. You asked how we can simplify this experience, as currently, you have to add the same filter to all tabs to ensure the filter selection is visible. We will consider this feedback when rebuilding global filters post-GA.
Migration tools
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Best practices: You’ve asked how to successfully approach this transition to rebuild your dashboards.
We’ve shared you can leverage:- Dashboards activity to identify what dashboards are mostly used and identify the ones that should be rebuilt.
- Dashboard restrictions to combine multiple dashboards into a single one and reduce the effort to rebuild dashboards.
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Importer tool to automate the importing of reports from an existing dashboard built with the classic experience to a new one.
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Visibility of schedules in dashboard activity: besides the number of views per dashboard, you would like to understand if any schedules are active. This data will be available as part of the “Dashboards activity” feature post-GA.
- Visibility of dashboards for admins: you’ve asked how, as an admin, you can have an overview of all dashboards being created in your instance, especially in the case the owner of a dashboard has been downgraded or removed from the instance. The ability to overview dashboards will be restored soon. You can follow this article to get an update on when the feature will be available again.
Simplifying how dashboards are built is at the heart of the new dashboard builder, and we believe it will empower more of you to build dashboards you are proud to share. While we embark on this journey, we appreciate everyone sharing their invaluable perspective with us, and we’ll strive towards making improvements on what we heard from you. Please keep sharing your feedback and let us know how we can make Explore work better for your CX needs.