Dashboard Sharing with Others
PlannedWill there be a way that we will be able to share dashboards with just email addresses even if they aren't an agent? This is available in insights and helps us send reports to engineers that don't really need licenses in our support ticketing system. Primarily for reports on number of incidents and problem tickets there are so that they can prioritize bug fixes better.
It would be even better if we could embed the dashboards onto a site and have the data publicly viewable.
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Bumping and upvoting this feature request as well, such a basic feature of almost any reporting tool, incl. Insights back then.
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Seconded! I have to send a daily dashboard update everyday to an internal listserv and it's really frustrating to do duplicative work. Kind of a no-brainer to add this functionality, but I do appreciate the complexities of the product and understand it's in beta.
I suppose there is a workaround to my situation where I'd create a user with the listserv's email address, but I shouldn't be required to pay for an extra license to share info directly with my team.
Hear! hear! to the the embedded dashboards. That'd be really handy for my team.
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This is crucial in my opinion as more often than not, the people I need to share reports with are not direct Zendesk users and requiring a paid license just to view the reports isn't scalable.
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Bumping also - the internal stakeholders who need to see our monthly aggregate reporting don't need access to Zendesk, and like others, I don't want to double up on work!
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Hi Phil,
We are making some progress with the development of step #1 above ("Being able to share access with individuals without requiring them to have a full Support seat"). I'll reach out to you email to see if you're interested in seeing the designs and share early feedback,
Kind regards
Vincent
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Thank you Jeremy for sharing your workaround!
Update on our end - we're currently working on enabling you to share live dashboards via public or password-protected links. Once done, anyone with the link (& password when password-protected) will be able to access the live dashboards (caveat: we're respecting IP restrictions that may be configured on your Zendesk instance). I can't officially commit to an exact availability timeline. However based on our current velocity & priorities, I do hope we can launch the EAP in the course of Q3 (indicative timeline).
We'll then focus on the ability for you to schedule dashboard exports with individuals (with Support agents or email addresses). Timeline still TBC.
Thank you for your continued patience
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Dear all, we're making good progress with the development of this feature, which we are planning to launch in EAP within the next couple of months. Once released, you'll be able to create a public/password protected link, and share it with anyone (assuming they connect from the IPs that are allowed to connect to your Zendesk instance).
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We also used this functionality in Insights and it would be very helpful to have it again rather than exporting and emailing that information out by hand on a monthly basis.
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I want to be able to share reports with our management team who don't have access to Zendesk, this functionality would certainly make the process much quicker and efficient.
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I was told in December this was promised for Q1 2019. Can we get an official update please?
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@Vincent
As long as the user whom we want to send to can be added to the system (he has an account) what is the harm. It is within the system so its secure.
Even if you created a "report" account type (choose your own word) and we added that user as a particular type of user
Or a tickbox "does user require reports", that would be fine and then they appear on the dashboard recipient list. So we can schedule to them.
You could add it so that when the report is issued its added to their account and they can download it from there. But this requires work on their part and the people i have to send reports too dont have time to be messing about. They expect the report in the mail at a specific time. (maybe better having a backup solution accessible from their zendesk user account) so they can download x months of reports if they need to.
Or allow their account to have a email transport address box where we can put a specific email so it gets sent to that email, which can be different from the domain and if we add a mail in that address box it shows on the recipients list.
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You need to forget about seats this has nothing to do with your pricing model.
It has to do with our support model i.e. our customers not yours
They expect us to provide reports on how we are providing support to them (nothing to do with zendesk)
Our customers expect data from us, how many tickets their staff are creating, how quickly our techs are fixing the servers etc etc.So dont approach it from the perspective of are we trying to dodge Agent seats and lose Zendesk money, i can emphatically say NO we are not, we are trying to provide our customers the service they want.
Zendesk is a tool for us that we use to provide that support
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Give us a page/section in the guide area (or a similar type section).
Or add a reports page to the user profile when he logs in so he can view his report if he needs to, it won't be live but at least it's something.
I have to produce weekly and monthly reports that are emailed to the customer about our service we provide so you can imagine how much grief your system provides me atm.
Please get this opened up in some form or other so i can send the reports direct to that customer every Monday morning and with a page to view so he can have a look at on Wednesday if he feels like it.
Please remember not everyone uses Zen like you do, we certainly dont, i would imagine your superiors (in the support side etc) expect reports and i would bet they get them.
So why would you restrict us from doing what our customer needs?
And one final comment
Please remove the Explore logo advert from the dashboard mails, it's completely pointless for the people i send to, and it looks unprofessional for the level of people we send reports to. And why would you have an advert that only goes to Admins and Agents? doesn't make any sense.
Hope this helps
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Ditto to sharing outside of agents and embedding.
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Add me to this , ive made several posts already on needing this, if we could embed them into guide pages the customer can come and go as he likes to view his data
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@Zendesk
Is there any movement on this?
If i have a customer inside my desk, they are already registered with me .
So whats the difficulty in me being allowed to send a report direct to that customer within my system?
Its secure because they are within the system.
I cant do it to Agents because my agents dont get reports.
So currently i have to invite my account on the publish section then send the report to myself then save it to my pc, then use the company email system to send it to a customer... what a PITA
Please just allow internal customers to be able to receive these reports
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Hi,
I think that it is interesting to have the possibility to share a Panel by a public HTTP URL. This way you can publish the "report" to everyone, put it in your Inranet/Internet Web page...
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Yes, I agree this would be very helpful for our org.
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@JeremyHeath, please let me know how you are currently sending out your Monday reports?
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@Stassa Miller
Currently i created a group to send the email to, then i have explore auto send to that address at the time i need.
Then i have forwarding setup in that mail account so it bounces it to where i need it to go
I cant remember exactly but some kind if customer = x and title = report then forward type logic in the email account
Vincent was kind enough to mention some of the changes that are coming to this feature and we are looking really good on this feature going forward.
I wont go into the details as its not my place to say.
Jeremy
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Would be very useful indeed. +1 for this future request.
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@Vincent
Are we any closer to:
Sharing dashboards with a single end-user or
groups of end-users that are added in Zendesk Support? vs. Groups only containing staff?The users who have been permitted to view the customized or pre-built
the dashboard will receive an email invitation to see the dashboard in Guide secured by domain name? -
Hi Stassa, thanks for the add'l context. With the feature we're working on, you'll be able to share online interactive links with your internal users & client executives.
Being able to embed dashboards in Guide is under discussion, however we do not have a timeline yet.
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+1 to access for client executives, stakeholders, and internal staff without a ZD seat.
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Full support for the ability to display a dashboard via a URL, we have a video wall with several large screens, and use these to display metrics to help identify issues quickly and to keep staff informed.
The url option is ideal, as we run a browser in kiosk mode on each screen, this is done to automate the video wall completely and reduce the need to interact with each display.
Desperate to get this feature as using a agent license for each screen is ludicrous. Ideally a "dashboard" license would make much more sense.
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I definitely would love to see this added but would also add that the root cause of this issue is that we are not able to effectively manage end users with anything other than organizations. This is not ideal when you work in an environment with logical segmentation of users but all exist inside a single identity provider.
If we could just have the ability to organize end users more effectively (groups), I think features like this would be an easy add.
Along the line of this feature, if you had more end user manageability we could also easily manage what forms certain users could access instead of having to hack it with JavaScript in the help center.
Please push this feature forward but also consider more end user manageability as well
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Hi all,
Many thanks for your feedback.
We fully appreciate the importance to share dashboards with stakeholders who may not have a full Support seat. There are three items that we are considering:
- Being able to share access with individuals without requiring them to have a full Support seat
- Being able to schedule a dashboard to be periodically sent to individuals who do not have a full Support seat
- Being able to embed dashboards in websites / intranets
We are still discussing some implementation details. We will get back to the community shortly with an ETA.
In the meantime, we will soon be releasing a new scheduling experience.
Kind regards
Vincent
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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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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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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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@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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