This feedback may come across as critical and abrasive. That's a reflection of the frustration I am feeling with my own experiences with Explore as well as the comments I'm seeing from other users across the Explore community. I'm happy to provide more details on this feedback, but I'm not interested in writing individual posts about each concern on my list.

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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.]. (2-3 sentences)

People affected: Agents and Admins.

Overview: Based on my own experience as well as the feedback I've seen across the community, being forced to migrate to the new dashboard builder when existing functionality is missing from the new builder is generating resentment, dissatisfaction, and motivation to use a different tool to get what is needed. A few examples: 1) Hidden widgets - I used them all the time and I don't want to display certain filters; 2) Display styles (dropdown, buttons, etc.), 3) Displaying selected/excluded values - with the new builder I have to click the drop-down in the filter to see how the data is filtered. A filtered view is not a solution to these cases.

What problem do you see this solving? (1-2 sentences)

New dashboard builder: makes some formatting and arranging of dashboards cleaner and straightforward, but I don't see how the changes solve the problems introduced by removing existing functionality. We all understand that tools change over time, but to remove existing functionality and force users to adopt the new tool is not a good user experience.

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)

This problem happens on a daily basis. This is critical for our business as my time is limited. I shouldn't have to spend the bulk of my time figuring out how to manipulate a new tool to do what the old tool already does. Zendesk emphasizes automation and efficiency, but isn't demonstrating that with the new dashboard builder.

Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)

Yes, I am relying on my old dashboards and putting off migrating because I'm so frustrated. I am genuinely considering exporting the data I need and finding a different tool.

What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)

This will take more than 1 or 2 sentences. I'm happy to provide more information and details if requested, but I'm not going to violate the feedback form format in case my post gets overlooked or ignored for not following the guidelines.