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Melanie Hobman
Joined Apr 15, 2021
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Last activity Feb 20, 2025
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Latest activity by Melanie Hobman
Melanie Hobman created a post,
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:
-
Date Filter – "Month" Option
- The date filter for rolling ranges needs to include a "month" option. Additionally, options like "last 3 months" or "last 6 months" are misleading, as they include an unclear date range.
- For example, when running "last 3 months" in February, I expect the data to include November 1 to January 31. However, the current filter seems to use the last 90 days, resulting in partial data from November and February. This is inconsistent with a "month-based" filter.
- The existing filter should either be labeled accurately or a new filter for actual calendar months should be created.
-
Displaying Selected Filter Values
- We and our customers need to see the selected dates on the reports to assess and validate the data properly. All filter selections should be displayed for verification.
- Customers often print these reports in PDF format for board meetings, yet the reports lack critical information such as the date range and the organization name.
-
Images and Company Logos
- The new dashboard builder no longer allows us to include images on dashboards. Previously, we added our company logo to the PDF exports sent to customers, but this is no longer possible.
These missing features significantly impact the professionalism of the reports we provide to our customers.
Thank you,
Melanie
Posted Feb 20, 2025 · Melanie Hobman
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Melanie Hobman commented,
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:
-
Date Filter – "Month" Option
- The date filter for rolling ranges needs to include a "month" option. Additionally, options like "last 3 months" or "last 6 months" are misleading, as they include an unclear date range.
- For example, when running "last 3 months" in February, I expect the data to include November 1 to January 31. However, the current filter seems to use the last 90 days, resulting in partial data from November and February. This is inconsistent with a "month-based" filter.
- The existing filter should either be labeled accurately or a new filter for actual calendar months should be created.
-
Displaying Selected Filter Values
- We and our customers need to see the selected dates on the reports to assess and validate the data properly. All filter selections should be displayed for verification.
- Customers often print these reports in PDF format for board meetings, yet the reports lack critical information such as the date range and the organization name.
-
Images and Company Logos
- The new dashboard builder no longer allows us to include images on dashboards. Previously, we added our company logo to the PDF exports sent to customers, but this is no longer possible.
These missing features significantly impact the professionalism of the reports we provide to our customers.
Thank you,
Melanie
View comment · Posted Feb 20, 2025 · Melanie Hobman
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Melanie Hobman commented,
Luke Ashton you set the login requirement for end users under Admin Centre > Account > Security > End Users
Under People > End users > Anyone can submit tickets should be enabled
This will require users to login to the portal but also allow anyone to send an email to your support email address.
View comment · Posted Nov 30, 2023 · Melanie Hobman
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Melanie Hobman commented,
Do you have any new information regarding this matter?
We attempted to transfer calls to our external numbers for each group, but it created tickets with our phone number in the system, which caused confusion.
Unfortunately, we are receiving a significant number of customer complaints because we cannot perform warm transfers to groups.
View comment · Posted May 11, 2023 · Melanie Hobman
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Melanie Hobman commented,
+1 on this thread, agent to agent transfer is not a good solution to this issue, the transfer should be going to the next available agent in the group not have agents in one group picking the specific agent they want to transfer to in another group.
Transfers should behave the same as an incoming call and go to voicemail if unanswered.
View comment · Posted Nov 11, 2022 · Melanie Hobman
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Melanie Hobman commented,
Hi,
We are currently trialling Talk in very early stages, and have the same structure as Bthomas, I was thinking we could do a work around by transferring to the group via a separate Talk number rather than cold transferring to the group and manually assign the ticket across to the answering agent in the group.
My concern with this is would we then get double billed for the call or does the charging on the inbound number stop when it's transferred to another number? I am assuming it does since the number for all Zendesk Talk knows is external?
Also it could get messy with duplicate tickets and merging potentially so we would have to see how that goes.
Any advice on this would be appreciated.
View comment · Posted Mar 24, 2021 · Melanie Hobman
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Melanie Hobman created a post,
Hi,
It is possible to specify the width of the legend in Explore when it's right or left, but not the height when it's placed top or bottom. Being able to specify the height would allow the full legend to be viewed instead of only a single row, depending on how many metrics/attributes are in the legend this would allow the full legend to be displayed or at least more than one row which is not at all user friendly and not exportable. In some visualisations it is much more visually appealing and consumable to have the legend at the bottom e.g. Pie charts.
Thanks
Melanie
Posted Mar 23, 2021 · Melanie Hobman
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Melanie Hobman commented,
Thanks for the work around,... this is a great work around to get the information I need.
View comment · Posted Feb 18, 2021 · Melanie Hobman
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Melanie Hobman created a post,
I have a Dashboard with approximately 10 tabs.
The time filter on each tab is bookmarked for the last calendar month with the exception of the final tab which provides a 6 month high level summary so is bookmarked for the last 6 months rather than 1. I also have a "Ticket Organization" filter on each tab unfiltered by default.
If I filter to a single Ticket Organisation, this does not carry across all tabs unless I load each tab in full with the default filter, then go back and apply the filter to ticket organisation. This is extremely time consuming. This also changes the final tab to a one month filter so I've come to the conclusion we probably now need to send our customers multiple reports... for the previous months data then a trend report showing multiple months.
Has anyone else has this issue with having to load multiple tabs before applying a filter and has anyone found a work around?
Thanks
Posted Feb 18, 2021 · Melanie Hobman
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Melanie Hobman created a post,
Hi,
Hoping someone may be able to assist.
I'm trying to add multiple numeric fields in Explore,... previously in Insights I had as below (small sample, this contains over 50 metrics being summed).
I have not been able to figure out how to replicate this Metric in Explore, the below works as long as there are no filters because there are no NULL values in the full ticketing history, but as soon as I apply a filter to a date range (e.g. 1 month) the Query returns blank. I can't seem to get the correct syntax in the metric for dealing with the NULL values as a 0.
I tried using Result Manipulation > Metric Filter > Remove blank values but it didn't make any difference.
Thanks
Melanie
Posted Feb 07, 2020 · Melanie Hobman
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