Jorge Hueso Giner

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.

      

Hi Walter Bellante , Jorge from Leafworks here. Leafworks is a Zendesk partner focused mainly on the DACH region. The Zendesk support team asked me to publish the information shared with them in the ticket #13323564 in this post. 

I've got this feedback from 3 customers now, whose Explore Dashboards have to be migrated to the new dashboard builder. Every time I have tried to migrate a dashboard I have eventually given up due to the following points:

• ⚠️ There is not any possibility to use colors 
•  No chance to group different data filters under the same element -> The user does not get anymore the relationship between the fields. It's not possible anymore to "group" different elements in the dashboard.
• ⚠️When a filter is selected, the text 'x selected'' is displayed, no chance to check at a glance, what for filter values are configured.
• No chance to remove the dataset used at the reports. This info is not necessary for the users in the most of the cases.
• No chance to configure the font size at report level, only in the field text.
• Not possible to put one element above another, quite useful when a report needs a short explanation in a smaller font in the title.
• Not possible to add company logo.
• The “legacy” dashboards have to be migrated….perfect….However, the Zendesk default dashboards are still “legacy” dashboards…Is it planned to release Zendesk default dashboards with the new dashboard builder?

The general feedback of the customers to the ones I presented a dashboard after migration was, that they do not seem to be “professional” anymore. 

If you check the support ticket, you will get a list of the affected customers and also a screenshot showing the difference before and after the migration. It would be really appreciated if we could schedule a short call regarding this feedback.

Best regards,

Jorge

Hi! 

As other customers posted in this article, I would like to know, when Zendesk is going to support the custom metrics and custom attributes in the Beta report builder.  For some customers this is a core feature of the report builder and, therefore, a show stopper for the beta version. Just the sentence “Yes, we are going to support them!” would be enough for me :).

Thanks!

Hi! I am very interested in this new feature and I have actually the same question as the mfg user. Is this feature going to improve the handling of:

- Email bounces (mail could not be delivered, email address does not exist)

- OoO messages and other automatic answers

- The situation when a user sets the Zendesk Support E-Mail address on BCC

Hi Daniel,

I am also getting the problem Chris reported. The bot does not seem to have access to the articles (they are all restricted). Let me give you some details:

• All the articles of the help center are restricted to agents and admins. It's a knowledge database for agents.
• Same result if I test the bot than if I execute the same test live in the HC.
• The bot always answers with the fallback response. 
• I am testing it with an agent and with an admin, they are authenticated in the system of course (Zendesk authentication). I do not think, other kind of authentication is necessary, right?
• Language is German
• Configuration is pretty basic, the customer just wants to test the generative replies.

Hi, any updates?

Hi! 

Is this feature already released or is there a new release date?

Best regards,

Hi!

I think it would be much clearer for the end user if the system reported that there are side conversations that match the search criteria. I think the workflow is ok, first of all the tickets are searched and, if no information is found there, second step is side conversation. However, the fact that the number '0' is displayed in the tab 'side conversations' makes the agents think that there is no result, and they are actually not wrong :) . Therefore I would say that something like 'side conversations (!)' or something similar should be displayed in this tab if the search criteria are met.

Best regards,

Hi! I would like to get more information about the sunshine data manager (EAP) but I am not authorized to see that site. Could you please publish it or tell me how I can access to it?

Thanks in advance!

I would say the links of this article are broken