Community Feedback: Dashboard Builder

Problem Category:

 New Dashboard Builder features

Problem Description: 

We've tried to replicate our dashboards on the new Dashboard Builder, but we're coming up against one specific blocker that is preventing us from making the change - the inability to exclude reports from dashboard data restrictions. 

In our specific use case, we have a unique dashboard for every agent. At the moment, every agent has a dashboard which is filtered with hidden filters and bookmarks. This functionality has ostensibly been replaced with data restrictions. 

However, by mixing attributes on a dashboard, data restrictions are resulting in blank reports. Specifically, if we have a ‘Solved Tickets' report filtered by ‘Updater’ and a ‘CSAT’ report filtered by ‘Assignee’, the data restrictions will warp the data in both of these reports.

This seems like an enormous oversight and is a blocker for us when looking at migrating to the new dashboard builder. 

We either need to exclude data restrictions from individual reports or, at the very least, the ability to hide filters as in the current setup. 

Severity: (Please choose one of the following options)

Critical: Critical business function is impacted, immediate attention required.

Category: New Dashboard Builder features
Feature: Dashboard Restrictions

- Legend Display (Severity = Low): 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. 
- Missing Datasets (Severity = High): 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. Key data sets for us personally: Knowledge Engagement, Talk, Group SLA
- Default Owner Toggle (Severity = Low): 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. I would like to be able to select a default restriction.

Problem Category: Components missing in the Importer Tool

Problem Description:
Removal of the Top/Bottom functionality in the new dashboard builder significantly reduces interactive analysis.

For example, we have a custom ticket field for “Issue”. I want my dashboard to show, by default, the top 5 Issues within the selected period of time, to keep things compact, but allow the user to select the Top/Bottom N for more detailed analysis.

The fact that the report has Top/Bottom selectors is completely irrelevant, as that simply creates a static report of that size for the dashboard.  The only possible workaround with the new dashboard builder is to have a static top 5 report on the main dashboard tab then put the full issue report on its own tab to be manually analyzed.

Severity: High

Problem Category: New Dashboard Builder features

Problem Description: 

“Last 30 days” time filters on the new dashboard aren't actually “Last 30 days”. They're actually “from the day of the month last month to today”. For example, if I have a dashboard showing “Last 30 days” today, what it's actually showing is Feb 14, 2025-Mar 14, 2025.  That's 28 days, not 30. “Last 30 days” should be Feb 12, 2025-Mar 14, 2025.

This was discovered after a day of back and forth with Zendesk support trying to figure out why my custom dashboard, which is built as a subset of the stock “Zendesk Support” dashboard wasn't display the same results as the stock dashboard, using the exact same stock basic reports.

The legacy dashboard does yesterday back 30 days by default. The new dashboard does today back to the same day last month, regardless of how many days there are in the month.

We confirmed this behavior by manually setting matching date ranges in the “Zendesk Support” dashboard and my custom dashboard. For any manually-selected date range, the results matched up.

Maybe I'm weird, but I expect that an option labeled “Last 30 days" to actually do “Last 30 days”, regardless of how many days there are in the month.

Severity:  Medium

1. Problem Category:

   •  New Dashboard Builder features

      

2. Problem Description: The fact that, for instance, time filters cannot be hidden, affects the report design. For instance, let's assume we are sending reports in PDF format. There's NO NEED to display any filter there, however, the only solution we have now is to configure the time filter in any single report this dashboard has. This can be applied to any time or data filter.

    

3. Severity:

   • Medium: Some disruption in workflow but manageable. It's manageable, yes, the reports generated with the new dashboard builder will provide the same information in the end, the design of the reports will look (much) worse.

      

I have only been using the new builder for a few days, and already there are so many things…

1. Problem Category:

   •  New Dashboard Builder features

      

2. Problem Description:  

   There are SO MANY features missing in the new dashboard builder. This is an incomplete list:

   - Cannot add images

   - Cannot add shapes (sometimes the only way I could format a report properly in Explore was to add my own grid lines.

   - Filters do not have a “show selected items option”. This is bonkers.

   - Cannot overlap elements on a dashboard. 

   - Can only align elements with preset grid squares. This leads to a lot of wasted space.

   - No longer have options in how filters are laid out (label above label to right, etc) This leads to a lot of wasted space

   - Cannot link filters across tabs. 

   - Cannot export a single report

   - No change metrics

   - No change attributes

   - Can't seem to remove the dataset name from reports – this is leading to A LOT of wasted space.

    

3. Severity: (Please choose one of the following options)

   Basically, the whole builder is a huge step back for me. I get wanting to make something that is more intuitive for basic users, but you're making it impossible for Power users to build good dashboards.  

   HIGH: Of the issues I listed, change metrics, change attributes, filtering across tabs, not having the option to show selected items in a filter and the ability to add shapes and overlap elements are all high to Critical.

   Medium: The rest are medium.

Problem Category:

• New Dashboard Builder features

Problem Description:

1. Missing filter (severity medium): We use some of our dashboards to monitor ongoing operations.  A filter option for the "Last 24 hours" is missing. This is crucial for real-time monitoring and ensuring up-to-date data visibility.
    
2. No images (severity low): There is no option to add images to dashboards, which limits customization and visual enhancements.
    
3. Filters cannot be hidden (severity high): We have personal dashboards for each agent, and a global dashboard restriction is not a viable solution since it applies to all reports on a dashboard. It is currently not possible to exclude individual reports from this restriction, which makes certain use cases unachievable.

I like the look and feel of the new builder.  It is far more intuitive and smoother etc.  It's still really incomplete and the stream of new features being added doesn't seem like it's iterating fast enough to be complete by the date they have given us.

This is the same sentiment for the report builder.  

Is anything going to be done with this feedback? Conscious that time is ticking before the ‘old' dashboard editor is blocked and we simply can't migrate without some of these features. 

If you're not going to either delay the enforcement of the new dashboard builder or implement these fixes before July, we need to know so that we can mitigate against this.