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  • Colin Piper
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    @Jeff, yes there are several ways t achieve this in Insights. If you do not have access to Insights however then I don't think this will be possible as the inbuilt Zendesk reports are system wide if I recall correctly.

    Would you mind confirming whether you have Insights access before I start writing pages of suggestions :)

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  • Jeff Ma
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    I have insights.

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  • Colin Piper
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    The two main ways of limiting data is to either create reports with filters already set or adding filters to the dashboard that contains the reports.

    I was just looking for other articles that detail this already but could not find anything with a quick search so I will detail my preferred method which is to apply a filter to a dashboard. This method is better as the filter is then applied to all reports on that same dashboard which saves a lot of time and also allows you to change the filter value as you need. You can also create a "view" of your dashboard with this filter applied so that you can easily come back to the same settings. 

    A note here is that you cannot customize the default dashboard in Insights so you will need to create your own version of the dashboard first if this is your aim. So go ahead and pull up a dashboard that you can edit and then start editing it.

    Then from the menu bar select Filter then select Attribute

    Now you can select the attribute to filter with. I serached for Organization in this example. There is actually two possibilities, Organization and Ticket Organization. The former is more real time and will locate tickets based upon the current Organization the ticket is assigned to, the latter relies of the organization the ticket was assigned to at the time of the last update to the ticket. 99% of the time this will be the same but I often need to delete organizations that are duplicates (since you cannot merge them) so in this case I need to rely on the ticket data.

    This will then add a filter.to the dashboard. If you get the option then allow for multiple values to be selected since you are trying to exclude values. 

    Save your dashboard and try it out. Changing the filter value will limit the dataset results.

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