Dashboard Sharing with Others

Planned

59 Comments

  • Chris Bulin
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    If it helps anyone else, we have done the following:

    Create a group of just myself and send scheduled image reports to me. I have a forwarding rule in Outlook that then forwards those reports to the email for a specific slack channel. Then I can invite anyone I like to that channel so they can review reports.

    We also use the same method, but send a CSV file, that file gets forwarded to an internal email that saves the file to our shared drive, then that drive is used as a data source for Tableau, so that it can be captured with the data for the rest of the organization. It would be exceedingly helpful if there was an integration for Tableau like Salesforce has.

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  • Phil Shackleton
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    Hi Jeremy,

    We were promised this feature at the time of signing a contract at the end of last year. We were told then it was due to be launched in Q1 2019. Can you please provide an update on this feature? It’s essential for us to be able to share reports with our clients.

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  • Nicole - Community Manager
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    Hey Phil -

    Jeremy is not a Zendesk employee. As a rule, we don't provide specific ETAs in the community, and the general ones we do share always come with the caveat that timelines may change at any time and are not guaranteed. If a promise was made to you by your account executive, your best bet is to reach back out to them directly. Sometimes they have insights or advance information they can share privately that we cannot publish publicly in the forum.

    That being said, I have reached out to the product team for Explore to see if there are any updates we can share. Since Vincent just updated this thread a couple of weeks ago, there may not be anything additional yet. But we'll see what they come back with.

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  • Jeremy Heath
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    @Nicole thx for the clarification there :)

    I would like Vincent to read that last post i made the long one so it clarifies our position from the users side

    If it becomes all about Zendesk we wont get what we are trying to achieve, Zendesk gives reports to share holders / higher ups id guess so why cant we ??

    I just dont get this reluctance from Zendesk to allow us to send reports to people within the system.

    Anyway dont get me started again...

    If Vincent wants to start a chat so i can explain the ideas properly i can make time for him.

     

     

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  • Vincent Dollet
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    Hi Jeremy,

    Many thanks for sharing your feedback, you raise interesting points.

    At Explore, our mission is to help you measure and improve your customer experience. Creating awareness around an issue, sharing specific findings or simply providing visibility re. SLAs, Customer Satisfaction etc. is instrumental in achieving that mission. So, don't be mistaken - it's of utmost importance to us that you can easily deliver your message as & to whom you see fit.

    What does that mean? We want to help you reach persons that need a piece of information, in the format that is most appropriate, when it will have the most impact. Even if recipients don't have access to Zendesk.

    The 3 areas I listed previously indicate the main avenues we are considering to address that need (granting access to an interactive dashboard, scheduling dashboards, embedding dashboards). You mentioned another interesting idea (surfacing reports/dashboards in Guide / user profile), which we will validate with the community.

    We acknowledge that a large number of stakeholders who need your analyses may not have a seat in Zendesk, which is why I clarified that recipients should not need a full Support seat. However my comment was not implying anything about pricing/packaging. Regardless, we still need a way to represent these stakeholders in the Zendesk ecosystem somehow, as you may later on want to report on who has viewed dashboard X or report Y. 

    I hope that clarifies my earlier post.

    As regards to the Explore logo, it's part of our branding strategy.

    Regards

    Vincent

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  • Jeremy Heath
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    Personally its quite simple from my perspective (which obviously isn't as a developer although i used to make automation software for windows in the past)

    What we need to do is make the 2 visions align so we get the best of both

    Suggestions:

    1:

    Can we have another type of User? Recipient or Email User some title like that so when we create the user we can select them. Give them no access to the system so they are just an outbound conduit to an email account, a forwarder for want of a better word..

    Then this user doesn't need special permissions or account just a box that says email address and a Name that's all they need.

    And when we choose them in explore it just bounces the mail straight to them. you could probably do most of that with some API tunnel out.

    2:

    When the user we create logs into the section where you can see the tickets, make another tab next to following called Reports and just have a page that the current report goes to  via html or whatever it exports in .jpg so just add a picture frame and add the jpg, the next report cancels the previous etc etc

    3:

    Guide. This would be the really good one if we had a page there with multiple tabs so we can add from explore.

    You would probably have to show the page in Explore so we can build right into it the charts we want them to see and it updates per our agreement level.

    Then they can login to the guide and see that page to check if they want

    Or maybe add a new page to the guide structure that can only be viewed by that person so he can use the

     

    I dont actually think we should be allow reports to be sent out into the unsecured world unless they have an account with me so we know where the reports are going and if i blacklist someone it kills the reports of as well. I would imagine its safer keeping it to some kind of account.

    I was trying to be rude earlier about seats, but ive seen too many software train wrecks happen where the devs are forced to do the company line not what the customers want which is why i mentioned it.

    Zendesk is very restrictive for me in a lot of ways and i didnt want to add another one for the fun off it. ( Bear in mind i dont use zendesk like most do :) )

    Lets hope you find a way and thanks for listening

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  • Vincent Dollet
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    Hi Jeremy,

    Many thanks for sharing your additional ideas, which we will consider when working on that epic.

    Early feedback on your suggestions:

    1 & 2 - Creating another type of User with restricted access: that is definitely one of the solutions to represent some stakeholders that need access to analytics and/or side conversations. It's under discussion.

    3 - Exposing reports in Guide has been suggested a couple of times in the community - I see huge potential there but that will likely not fit in the first iteration.

    Kind regards

    Vincent

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  • Phil Shackleton
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    Hello, any updates yet on these features?

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  • Imre Szabo-Dobozy
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    A 100% requirement for us as well. We would publish and embed dashboards within our site for customers to access 'as required'. 

    Obviously things like auto-refresh would be a necessity.

    Cheers

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  • Jeremy Heath
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    Im still interested in this as well..

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  • Tobias Hermanns
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    Yes, mee too, please share some more insight.

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  • Tyler
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    Same here, very interested!

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  • Kalle Windefalk
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    Same here. Interested!

     
     
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  • Maria Karenda
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    Same here! Really need the functionality of sharing with people without a Support seat.

     

     

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  • Stassa Miller
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    @Vincentdollet, Are any of the options available right now?

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  • Ayal Kellman
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    Waiting eagerly for the ability to share live dashboards with people i.e. management who don't have Zendesk users accounts. (Live dashboards so they can play around with filters and date ranges...)

    Thanks!

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  • Vincent Dollet
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    Hi Stassa and Ayal, we're currently working on a feature that will enable you to share interactive dashboards with stakeholders who do not have a Zendesk seat. You'll be able to share with them a URL, which they'll be able to browse directly. Note that if you've configured IP restrictions, we'll be enforcing said restrictions.

    Stassa - can you please clarify your use cases?

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  • Stassa Miller
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    Hi Vincent, 

    We do have internal users who do and do not have a Zendesk end-user account, who need to be provided the URL to access dashboards.  We also have client executives that do and do not have Zendesk end-user accounts. 

     

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  • Cameron D.
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    + 1 to all this, basically — super important for us to give access to sales and account managers who want to be able to report on some basic metrics for their customers but aren't giving support through Zendesk. Looking forward to an EAP!

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  • Lateefat Alaka
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    It would also be quite helpful to our Organization.

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  • John Shirley
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    Very eager to see this new feature as well!  

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  • Amardeep
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    Would like to have this feature ASAP

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  • Vincent Dollet
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    Hi Nadine, thanks for sharing your use case. We're considering to introduce an automatic rotation between each tabs in a dashboard. Can you please confirm this will address your needs?

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  • Nadine Lessard
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    Hi Vincent, it may, but currently, we are running on 3-4 different dashboards, not tabs, so we can see dashboards from other softwares as well. Rotation between tabs would still be great.

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  • Jeremy Heath
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    @Richard

     

    I would still like to see Sub-Levels to Orgs so I can separate humans and servers from the same Org.

    But hey, if we can get dashboard sharing its a start

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  • Joseph Topasna
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    +1

     

    100% interested in seeing this feature soon.

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  • Nanna Aabentoft Tygstrup
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    Vincent Dollet - a couple of months have gone by now. Is there a new ETA on this feature?

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  • Tilly Martin
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    Hello Vincent, do you have more of a specific timescale on being able to schedule snap-shots and what that will look like? 

    That could solve our issue with moving to Explore.

    Thanks, 

    Tilly

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  • Vincent Dollet
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    Hi Tilly Martin, thanks for reaching out. We are planning to enable you to schedule dashboards to Support groups, individual Support agents and/or end-users. We are working towards an EAP in Q2.

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