General Explore frustrations...


8 Commentaires

  • Commentaire officiel
    John Costello
    Zendesk Product Manager

    Hi Ed, CJ,

    Thank you so much for your feedback, we really get your frustrations. I wanted to provide a little context on Explore first, our journey to date has been about integrating and moving our customers over to our new Reporting tool for Zendesk - Explore!

    Now we are in the next phase of our journey and one we hope you will join us on. In 2022 we will be releasing new versions of both our Dashboard Builder and our Query Builder which will be addressing a lot of what you have set out in this thread.

    With a brand new layout for the Dashboard Editor giving more precise control on the canvas to the user and less wasted whitespace. We will also be introducing Templates which will help users get started quicker with premade queries and layouts for the dashboard. These are only some of the early things we plan to release with loads more to come.

    Dashboard Builder will be going into Open beta early next year and we would love Ed Ball to have your insights into how we are doing and whether we are addressing/not addressing your frustrations.

    We are really excited to be making an impact in these areas next year and we really value our customers insights into how we can make things better. 

    I hope this helps shed some light on where things are going and when you can expect to see some change in these areas. 


    John Costello 

    Explore Product

  • Lucia Johnson Seller

    I recommend grid size 0 to make the dashboard look cleaner and match the background color so that you don't have to worry about grid sizes.

  • CJ Johnson

    Super agreed! The use of screen real estate and bad swaths of white space is particularly brutal if you work off a laptop screen. Most of my screen is taken up by white space, and inevitably I don't have enough room left to maneuver my charts into spots.My big tip for setting up and beautifying Dashboards, is to zoom out to 65%, do what you need to do, then zoom back in.

    While the "0 grid" trick helps a bit, it removes the ability to use the grid to line things up, which is pretty essential if you have really terrible spacial skills. The grid line pop ups when you drag charts around are probably the only thing keeping my reports from being embarrassingly ugly/me spending an eternity sweating and squinting and drawing a line between the objects with my finger on the screen. 

  • Ed Ball

    I have some extra frustrations to add to this...

    In insights you could email out specific tabs instead of the entire dashboard. We have a daily report that goes out, but we also have sections of that Daily dashboard that are sent to specific teams so they are given data they need and do not have to look for it. Explore does not do that. If you want to do that you have to edit the dashboard, click the tab, click clone, click 'in another dashboard', uncheck clone queries, then click clone. Insights was much more user friendly as far as that goes. Not the mention the bloat of the queries by themselves.

    The other is very similar, you can not just schedule a query to be sent out as an email. You have to put it on a dashboard in order to send it out and that just pollutes the dashboards area. Frustrating that you can't just email out the report/query. I kinda get it, but still  a little frustrating.

  • Ed Ball

    Inline messages:

    You can't do this in explore report scheduling. Is there any report that will allow a ticket to be clicked on and open it in Zendesk? I can do this in explore if you are actually looking at the report, but there is no way to do this when scheduling a report to be sent out?

  • Ed Ball

    Hello John,

    I certainly look forward to trying out any and all changes to Explore.   I do like Explore, it's just not a great user experience and gets really frustrating.

    I have actually started making copies of the Main dashboards after any changes are made just in case something happens to them when working on changes.

  • Onur Olmez

    Trying to get data of our top ticket submitters. Really struggling with how to find this simple data. The "old" dashboard (prior to Explore) gave this info pretty easily with little effort. Why take a working product and make it terrible?

  • Lucia Johnson Seller

    Hi Onur Olmez Have you tried doing a chart where:

    • Metric is "Count of Tickets created"
    • Row is "Requester email" 

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