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[Improvement] Adjust functionality of All History setting in Explore dashboard time filter



Posted May 20, 2024

Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. 

In Explore, when viewing a dashboard, the All History setting in a time filter is treated as no filter. Underlying reports may have a time filter applied that would not be apparent to a user looking at a dashboard. Depending on a user's familiarity with Explore, they may misunderstand or misinterpret data being shown to them due to this. This request would cover:

  • Updating the All History filter to instead include all data since the origination of the data set being used, rather than using no filter.
  • Including a No Filter option in the options for simple time filters in Explore.
  • Adding a popup modal alerting a user that using All History/No Filter may result in inaccurate data being displayed if an underlying report has a time filter applied to it.
  • A visual per-report widget indication if data is being filtered by time when All History.

Any user who interacts with a dashboard in Explore could potentially run into this issue.

 

What problem do you see this solving?

Users may not know that underlying data in a dashboard is being filtered by time even though the dashboard time filter is set to All history, which would assume all data available matching the conditions of the report, especially because it does work for any other time range specified.

 

When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)

In Explore, when viewing a dashboard, the All History setting in a time filter is treated as “No Filter.” If an underlying report has a time filter applied, that will then be applied to the specific report widget on the dashboard, with no visual indicator.

 

Example: If you have a “Created tickets” report with a ≤ 30 days time filter applied to it, then add that report to a dashboard, it will only return 30 days worth of data if the time filter is set to All History. If you have any other time filter applied to the dashboard, such as This Year, it will return the appropriate set of data.

 

All users who interact with dashboards that have time filters could run into this behavior.

 

Are you currently using a workaround to solve this problem? (If yes, please explain)

Yes, we have a text box added to reports with time filters which alert users to the issue. An ongoing task is to remove all existing time filters from reports, which may have unintended consequences if a user accesses a report directly instead of a dashboard.

 

What would be your ideal solution to this problem? How would it work or function?

The All History filter on Explore should show all data and override all report-level time filters. A warning modal would be helpful for users if that is not possible.


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3 comments

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Shawna James

Community Product Feedback Specialist

Hey Sam,
 
Thank you for taking the time to provide us with your feedback! We sincerely aprpeciate the detail and overview of this feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, 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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I would love to have All History in the new Explore dashboard time filter. Currently, we can't set all history in new Explore dashboards unless we don't include the time filer at all. 

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With the upcoming new dashboard functionality, this is a very large gap in the new dashboards for my organisation, and I'm very concerned about a forced upgrade path where we don't have feature parity.

We have a requirement to filter all our reports on two custom date fields, one of which is empty for all tickets until we reach a milestone within our steps to resolve. The lack of ‘all history’ or a user ability to toggle a filter on or off at will means we're unable to report using the new dashboards as it means anything without a date entered simply cannot be reported on, where a filter on the field exists. 

We will be unable to use Zendesk reporting if the ‘all history’ or ability to disable a filter at a user level isn't included before the migration date due to the exclusion of empty records. Please could this be seriously considered for resolution?

I've interacted with the support forums, spoken to our account manager and now have an email thread with the support team on this very issue. I hope this can be resolved before the mandated freeze date on the current dashboard versions.

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