[Closed for comments] Customization of the dashboard

Not planned


  • Mike Uy

    I would love to see an update on this as well. 

    This would be a much needed functionality in my organization and it's disappointing to see this request on its third birthday, with 115 votes and barely addressed by Zendesk.

    I see product discussions with less votes that have been completed. 

  • Patrick Müller

    We need these function, too. We are using the SLA module and we need the SLA time in the dashboard.

  • Stuart McAllan


    This is useless..

    This would be better..



  • realjamesfoster

    Agreed. We do not use Dashboard, and it causes confusion for new users or infrequent agents. They say, I don't see my tickets! We say No duh, buddy...use the view you are assigned. They say shouldn't they be in my dashboard? We say ...use the view you are assigned.They say but it shows up EVERY TIME I LOG IN ... and we stop responding and mark their email as spam or junk. 

  • Ellie Simpson

    We'd very much like the ability to customise the dashboard, and also to remove it completely from agents' Zendesk.

    It's very irritating that the first "view" they see is of the dashboard (which we do not want them to see at all), not of their own views. We have to constantly ask agents to ignore the dashboard and go straight to their view. it's an unnecessary extra step and confusion.

    Please allow us to edit who can view the dashboard. That would be so much more helpful :)

  • Daniel Oakley

    If nothing else, could we please have a checkbox to prevent displaying the Home icon in the left-hand navbar? Maybe one to also redirect `/agent/` to `/agent/filters` as well?

    Even if the full re-architecting of the dashboard and major extending and app stuff isn't on the roadmap or being looked at, something like those two checkboxes would be much appeciated in my case at least.

  • Timur Akhmetvaleev

    Totally agree with Jason. Waiting for such simple thing for more than 2,5 years already. I understand that Zendesk is a giant company, but come on...

  • Conor McLaughlin

    Hi Nicole,

    Thank you for the response and the update. As a new customer, I wanted to plus one this as well. It definitely affects both beginning and long-retention customers. I googled how to do change the default because I immediately assumed it was possible and ending up arriving here, much to my surprise.

    Problem-centric problem solving sounds good (sounds like your Product team is looking for Zendesk's next S-curve with products like Sunshine), but I'd also encourage your product team to embrace the 80/20 rule. The suggestion by others to just allow setting Home as a shortlink to a default view specified by the admin is a good one and likely a small fraction of effort compared to other initiatives.

    It would resolve all of the core issues highlighted while the team takes its time to think about how they want to re-architect the dashboard. It would also push the Product team to think about why they need to thoroughly re-architect it in the first place, a dangerous prospect. That thinking may be what has delayed this issue on the backlog for so long. This ticket has now been around longer than my company has been in existence :)

    Thanks and all the best.

  • Terry Knox

    It gets nary a glance from us, before we skip straight to the Views page. It'd be really nice if we could customise this.

  • Monika Zameta

    I would love to see the most recent comments made on forum posts in addition to ticket information in the dashboard as these also require our attention. 

  • Nick Elvrum

    This option would be great to see.

  • Ben Lucier

    Maxime, et al: What's the best way to get more visibility on this? I've tried the forums, I've sent some emails, I've spoken with support. This is *not* one of those things that's killing our business, but I do think it's important enough to have some focus on. At this point, I'm starting to feel ignored. I'd like to keep working with you on this, but it would be helpful if somebody would pick up the other side of the conversation (please?).

  • Daniel Hall

    This needs attention.

  • Michael Quinones

    We have a lot of pending and on hold cases we work with, we instruct our agents to work on thier tickets from thier queue and they consistently work with every status. As we deal with travel we need to be aware of check in dates, city of service and name of hotel  at all times. We cannot add these customized columns field to the dashboard view. I would love to see this feature added, it would be an immense help!

  • Amy Harkus

    I agree would be great if there was a way clear down the 'Updates to your tickets view within the dashboard, or even acknowledging the updates so they no longer appear , Plus with the addition to be able to hide or minimize that view, At the moment its just not adjustable in anyway. 





  • S Murray

    As it is now, I find the dashboard to have little value for me.  If I were to be able to use one of my own custom views instead, it would be something actually useful.

  • David Tobey

    +1 from me. Enable modification of the dashboard like any other view or allow administrators to set a custom view as the default "dashboard" at agent login.

  • Bartec Auto ID

    Like so many others here, I don't need anything complex.  Just let me nominate one of my views as the Dashboard display, even if this is set for my whole company.  The current display is useless but I only need to change some columns and include the absolutely essential (for us) Organisation field.

  • Sam Frank

    I agree with all the above comments. We don't need anything too fancy, but the homepage dashboard should be able to be manipulated.

  • Olof Soldatic

    +1 for customization. Why cage us to a default view that is of little to no use for most? At least per org. but what would be even more awesome is per user.

    We are about to make the switch to Zendesk in the coming months and although being colored by an all self built solution in a small company, at least choosing what your default view should be is for us very basic.

    With that said I really like your product so far even if we are not yet operational. Any news on this topic?

  • Brian Morton

    #1 non-advertised google search result for "Zendesk Dashboard View" led me to this forum posting.  Using ZD Forum searching isn't as good as Google - but that's for another topic I suppose.

    * Why not allow Admins remove this button/view for Agents?

    * Why not allow Admins customize this view?

    * Why is ZD forcing this view on Agents?


  • Mike Brosius

    I would love to be able to edit the dashboard to add the on hold and pending tickets to the list of "Tickets requiring your attention"

  • Hudson

    This is an absolutely ridiculous thread. I can't believe ZD's original response to this and the obvious demand for change.

    Looking forward to help in making this feature happen.

  • Owen

    Please, please, implement this feature. I am about to write some jank custom javascript so I get returned to My Tickets instead of the dashboard but I don't want to. The sad thing is the update feed is rather nice, but not seeing all my tickets is not.

  • Clemens van Dinther

    I also vote for a feature to customize the dashboard. It appears essential to customize what ticket stats to be displayed there.

  • Chris Welford

    +1 for being able to set a view to show on the dashboard

  • Indhu Rekha

    I also vote to have the dashboard customized instead of having the default one provided by zendesk !

  • Gaëlle Logeay

    It's impressive how Zendesk is not showing interest about this request thread. I even asked for feedback via Twitter (https://twitter.com/gaelle_lo/status/501288862455709696) and they ignored it. It seems that Zendesk has some room to improve it customer service...


  • Bob Novak

    We are currently evaluating the best approach for this, trying to keep it "beautifully simple". I don't have an ETA but I have seen a few mockups so we do have some progress. I'll try to update you more frequently than we have in the past. Thanks again for your great feedback, patience, and understanding.

  • Owen Pragel

    I have been following this request for almost all of the two years it has been open and it continues to disappoint me that there has been no movement on it. I've resorted to using hacky javascript code I wrote to avoid the dashboard altogether even though I would love a proper Zendesk dashboard.


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