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Transitioning to the new Explore dashboard builder: Your questions answered
Posted Oct 19, 2023
Hello, Zendesk community! Now that we’ve released the new Explore dashboard builder, we've revised our plan and put together this post to give you a comprehensive overview and to address any concerns you might have.
Before you start, watch this five-minute demo to get a quick overview of the new intuitive and dynamic dashboard builder.
Why have we introduced a new dashboard builder?
The move is driven by our commitment to simplifying how dashboards are built. Many of you shared how the classic experience has a steep learning curve. With the new dashboard builder, we want to provide a flexible, user-tailored experience that gives control and visibility to editors. This new experience represents our commitment to empowering you to create dashboards you're proud to share.
What’s the process for transitioning to the new dashboard?
The transition is taking place using a phased approach over a 12-month period from November 4, 2024 to help you prepare and adapt to the new interface gradually.
We’ll keep you updated during the transition about what you can expect in each phase to guide you through this change. In the meantime, here is a high-level overview of the transition plan:
- Phase 1 - Beta dashboard builder GA release (4 months): The GA release of our new dashboard builder includes a host of exciting features like tabs, exports, schedules, and the ability to link filters across different datasets.
During this phase, while users have the option to continue using the classic builder, it's important to note that our primary focus will be on the development and improvement of the new dashboard builder. As a result, there will be certain limitations for those continuing with the classic experience:- Only highly impactful bugs will be fixed in the classic builder
- No enhancements will be made to the classic builder
- Product documentation will refer to the new dashboard builder with minimal documentation for the legacy dashboard builder.
- Phase 2 - Transitionary period (4 months): Following the GA release of the new dashboard builder, there will be a transitionary period of approximately four months.
During this time, you’ll still be able to edit your dashboards using the classic builder, but you won’t be able to create brand-new dashboards with it. This transitionary period will enable you to gradually adapt to the new interface and take advantage of its enhanced capabilities at your own pace.
At this stage, you’ll also know how your shared dashboards are being used and will be able to identify the relevant dashboards you want to rebuild using the new dashboard builder.
- Phase 3 - View-only access to classic dashboards (4 months): After the transitionary period concludes, dashboards built with the classic builder will remain accessible to all users who have access, but the capabilities will be limited to view-only mode, as edit access to the classic builder will be removed. View-only mode for dashboards built in the classic builder will remain in place for another four months.
- Retirement of the classic view-only experience: In order to be transparent about our future plans, four (4) months after the start of the "View-only access to classic dashboards" phase, we will fully retire the classic dashboard. This means that the classic dashboard will no longer be available for use after this period.
This phased approach is represented in the visual below.
Your questions answered
Following the original announcement, you also raised a number of questions. We've addressed the most common questions below:
Has phase 1 already started?
Yes! As of 4 November 2024, the new dashboard builder is released to GA.
Is there be a tool to help in migrating dashboards built with the classic builder?
Yes, we have developed a tool that will allow you to quickly import reports from an existing dashboard built with the legacy dashboard builder. A beta version of the tool allowing to migrate a single dashboard will be available at the GA of the new dashboard builder. Other improvements will follow post-GA.
What is the timeframe for accessing existing dashboards created with the classic builder?
You will be able to access the existing dashboards created with the classic builder until the end of phase 3, which marks the retirement of the classic view-only experience. This phase is expected to occur approximately one year after the GA of the new dashboard builder.
What features are available at GA?
Many of the features you’ve requested will be available, including:
- Exports in CSV and Excel formats
- Scheduled dashboards
- Tabs
- Linked filters across different datasets
- Excluding reports from being filtered
- Importer tool (Beta)
- Filtered views (Bookmarks)
Will bookmarks be available?
A similar implementation of Bookmarks, named “Filtered views”, is now available. Filtered views make it easy to switch between different sets of filters on a single dashboard tab. A filtered view can be set as a default filtered view for a specific tab as it was possible previously with bookmarks.
Watch this three-minute demo to learn more about filtered views.
Are existing reports compatible with the new builder?
Yes, all existing reports are compatible with the new builder.
Will you delete existing reports after the retirement of the classic view-only experience?
No, we won’t. Your existing reports will be accessible via the report builder and new dashboard builder and won’t be impacted by this plan.
Can you provide some guidance on how to migrate dashboards?
Yes, see this article for help.
At a very high level, you will be able to:
- Identify your most-used dashboards
- Determine whether any of them are similar enough that they would be good candidates to be combined into a single dashboard with dashboard restrictions
- Use the importer tool to quickly import reports from an existing dashboard
Can Professional Services help to rebuild dashboards?
Yes, they will be available as a paid service. We will share more details about their availability and pricing after the GA.
How is this different from migrating from Insights?
It is very different as you won’t have to rebuild any reports. Instead, you can quickly import the existing ones to a new dashboard.
Your feedback matters
Please share your thoughts in the comments below. We'll incorporate your feedback into continuous improvements to the new dashboard builder.
We're excited about the improvements the new dashboard builder brings and look forward to supporting you through this transition. Thank you for being a valued member of our Zendesk community.
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96 comments
Centro de Soporte Softland
En el panel anterior , podria seleccionar un favorito para su envio mensual seleccionaba el ultimo mes y este el 1 de cada mes me enviaba el pdf , ahora como puedo hacer esto en el nuevo explore?
0
Melanie Hobman
Hi Team,
All our internal and customer reporting is run monthly for the full range of the previous month. We also conduct trend reporting, typically over three months. In some cases, we provide reports covering six or twelve months.
Customer reports are sent in PDF format, as many of our customers use these reports in board and management meetings.
However, there are a few features missing from the new dashboard builder that impact both us and our customers:
These missing features significantly impact the professionalism of the reports we provide to our customers.
Thank you,
Melanie
0
D.Fitz
I've shared this elsewhere but the dealbreaker for us is the lack of flexibility when restricting reports across attributes.
For instance, two of our main KPIs are 'tickets updated' and 'CSAT'.
Every agent currently has their own dashboard with reports showing these metrics.
'Tickets Updated' is filtered by 'Updater', but CSAT needs to be filtered by 'Update Ticket Assignee' (as the 'Updater' for CSAT is the End User).
We can apply both filters and simply exclude each report from the other filter (i.e. exclude CSAT from the Updater filter)
Currently we can apply filters, bookmark them and hide them.
With the new set up we can't do this.
As we're unable to exclude Reports from Dashboard Restrictions, we have the choice of either filtering both reports by the dashboard restrictions (which simply wouldn't work, as the Update Ticket Assignee is going to be completely different from the Updater), or leaving the filters there on the dashboard, meaning that agents can then access each other's metrics.
Do you understand the gap in functionality there? Are there any plans to address this?
1
Sarah Cullerton
Missing data sets (Talk, Knowledge engagement) in Dashboard restrictions is preventing us from migrating. It's extremely frustrating to be forced to migrate without data parity, and I'm not able to get any information from my account representative about when these features will be available, so I'm trying this channel. When will all data sets be available for Dashboard Restrictions?
0
Vaughan
When is Decompose planned to be available?
0
Sarah Cullerton
Dashboard restrictions are a pretty key feature for us as we heavily used hidden, bookmarked, pre-filtered dashboards. Our use case for this truly is the most basic - giving individual agents private performance dashboards. We were really hoping to consolidate into a dynamic dashboard with this new system, but are instead finding ourselves having to build more individual reports than we had before.
Here are my concerns about dashboard restrictions as they stand:
- When I have data filtered with a dashboard restriction, even if a chart updates to only show me the data for the value I have filtered for, the legend still shows all possible values from the underlying report, regardless of the filter.
- Very few datasets are supported by dashboard restrictions requiring the building and maintenance of many many many many individual reports where we had previously been able to build multiple dashboards off one report.
- When I as a dashboard owner open a dashboard with restrictions, it defaults to the state of All Access, meaning I have to manually toggle on a filter still every time I open it, thus eliminating the convenience of pre-filtering.
It's really troublesome to be on a migration timeline when there are large feature gaps like this.
0