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Zendesk Sell Reporting Dataset Transition



Posted Nov 14, 2023

With regards to the Zendesk Sell datasets no longer being available in Explore I have a question/concern. The above-referenced post was closed for comment and concerned customers are referred here but I don't see that anyone has created a post yet to continue the discussion so I'm creating one.

My chief concern with this transition is that we've built out a number of custom dashboards at the individual and team levels that allow us to see a quick overview of KPIs either online or via email. With the migration to only viewing Sell data in Sell, it appears we will lose that functionality and be stuck with the out-of-the-box reporting. The suggestion to export our data isn't helpful. This means significantly more clicks are required to see the data we want to see.

Are there plans to allow for custom dashboards in Sell similar to Explore?


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Shawna James

Community Product Feedback Specialist

Hey Jeremy, thank you for taking the time to provide us with your feedback and for starting a conversation here in the community. Your feedback has been logged for our PM team to review. For others who may be interested in this feature request or have questions on this matter, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!

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Hey Jeremy, thank you very much for your feedback here, I appreciate you taking the time. Right now, there are no plans to have custom dashboards in Sell. We understand this may be frustrating but want to provide you will the most up to date and accurate information for your understanding of the product. Thank you again for providing your feedback to us.

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Echoing Jeremy! One of the primary drivers to use Zendesk was the ability to customize the reporting and be able to visualize Sell data based on the custom fields we defined. 

Other than the status of leads/deals/calls etc., it was a very useful tool to understand the distribution of data across product categories, location, customer type, etc. 

While I am still in the early stages of setting up the Zendesk platform for my team, I feel compelled to explore other products that meet all our needs under one platform. 

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I have only recently joined Zendesk - based on the wonderful sales pitch given to me by Zendesk. Since we signed up, I am running into more and more roadblocks with the “features” that I was sold. 

 

To find out that Sell - the CRM for which we paid a lot of money - does not allow custom reporting is yet another shock and disappointment. 

 

I would like to have the option to use Explore - which is not great, but at least is customizable - to access my sell data. At the very, very least, to be able to connect Sell to my PowerBI would be acceptable. To have no way of customizing reports is absolutely illogical. My team are inputting all of this data and then we cannot extract it in a way that gives us the information that our business needs? At this point I am considering whether I should ask for a refund and explain to my BOM that Zendesk simply isn't fit for purpose. 

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are there any integrations we can leverage to maybe do custom dashboards and reporting?  Any suggestions?

We are running into roadblocks as well when it comes to managing our own data.

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