Customizing Home Dashboard

16 Comments

  • Official comment
    Zac Garcia
    Zendesk Product Manager

    Hi everyone!

    I'm Zac with our Product team. We're making the Dashboard better, with a focus on how it optimizes an agent's daily productivity. The vision is to make it a central, seamless space for agents to execute work, with less reliance on Views to get things done.

    I'm looking forward to hearing more feedback about Dashboard customization. While customization itself is not on the roadmap in the near future, the Dashboard is due for some updates and I'd love to hear how you'd improve the it so we can make it a great experience out of the box.

    In future replies to this thread, it would help me to read the following:

    • What information is most useful and actionable?
    • What information would you remove from today's dashboard?
    • What would it take for Dashboard to replace Views in your daily work? How helpful would it be to show relevant work to an agent in one space, rather than have them navigate and choose between Views?

    I'm open to conversations - just @ me here if you'd like to strike up a correspondence or jump on a Zoom.

  • Dave Dyson
    Zendesk Community Manager

    At present, the Support account home screen is not customizable. I'm moving your post to our Feedback on Support topic for visibility, and so other users can upvote and add their own comments (and feel free to add more information yourself, and/or reformat your post using our template to help ensure our product team has the information they need. Thanks!

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  • Amy Lee
    Zendesk Product Manager

    Hi there, 

    We would love to hear more about your use case! We will follow up via email. Thank you! 

    0
  • Margaret Boisvert

    It would be great to allow the home dashboard to be configurable.  As OP mentioned, different people use Zendesk in different ways and have needs for different levels of information

    2
  • John Jolly

    It would be perfect to permit the home dashboard to be configurable. As OP referenced, various individuals use Zendesk in various ways and have needs for various degrees of data

    2
  • Jeremy Browne

    I couldn't upvote this one enough. We use Zendesk with multiple brands configured and it would be great if I could filter the dashboard view to be specific to a brand.

    1
  • Tewfik, Khaled

    Definitely need this capability. At a minimum add columns showing such fields as Topic or add sections to further break down by Type.

    2
  • Lucas Gray

    Being able to customize each agents dashboard similarly to creating a 'view' would be very helpful.

    0
  • Danny Phillips

    Completely agree! I'll take it further, as the VP over my team, I would like to be able to see team, individual agent, and ticket statistics in real time without having to run a report or go count tickets manually. Or, let's say I have an escalation policy to make contact on bad survey tickets for my team. If I could see all bad survey tickets for my team, not just myself, be able to click that number and pull up a list of all bad survey tickets, it would save an enormous amount of time over a calendar year. The point of a home dashboard is to give you a snapshot of relevant information to inform of trends or problems. This dashboard is very lacking.

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  • Philippe B.

    Same thing here,

     

    Our issue : Requester sends a new comment, gets back to the back of the line because we can't filter from date of ticket creation vs ticket update. So some department end up having tickets unanswered for + 5 days because customer reached again on a non-answer from us.

    1
  • Dave Dyson
    Zendesk Community Manager
    Thanks for your feedback, Philippe!
    1
  • Imran Shareef

    That's correct; we'd want the ability  to customize the dashboard.

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  • Alec Jagosz

    I've had feedback from users that they would like to be able to customize the activity feed to include tickets they've been CC'd in. Is that kind of thing planned in any features?

    Thanks

    Alec

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  • John DiGregorio

    This feature is definitely needed.   As the Director of Global Support I want to be able to flag region, organization, etc.   I also want to be able to hide the bar on the left of the screen that shows updates as I don't need them

    1
  • Adam Kranich

    Agreed. Dashboard is not useful for any level currently. A dashboard is supposed to provide useful, actionable info at a glance. Customization  of the dashboard is needed. I have to go to Views to get more useful information.

    I expected a higher level of useful customization from the premiere ticketing platform. 

    0
  • Zac Garcia
    Zendesk Product Manager

    Thanks to Philippe and Alec for some detailed and actionable feedback. I want to share a couple of things in response.

    Philippe B. - we want to solve the problem of tickets falling to the back of the line. I'd be happy to chat some more about how we're thinking of sorting work in the new experience. How do you prefer to sort tickets? By "next SLA breach"? Last Updated by customer? Date of Ticket Creation? What's the primary efficiency metric you use in your contact center to help your team meet customer expectations?

    Alec Jagosz - we plan for this experience to include CC's, as well as other relevant items for agents. I'd love to connect and talk about how your team use CC's, to make sure the experience is relevant and useful. For starters - when do you CC other agents on your team? Do recipients of a CC have an obligation to respond? If so, how do you track productivity for agents who respond to CC's, and does it factor into their performance KPIs? Do CC's need to show up indefinitely, or only until they are actioned?

    Thanks for engaging here and I look forward to continuing this conversation!

    1

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