D.Fitz

Walter Bellante without the ability to exclude reports from individual data restrictions, it's not possible for numerous reports to exist together. For instance, if we have CSAT (filtered by Update Ticket Assignee) and Tickets Solved (Filtered by Updater) on the same dashboard, the restrictions will apply to both and distort both reports. 

I've raised this with the support team who have admitted that this is an enormous oversight but that there's nothing to be done apart from posting on these forums. 

For us, this is an absolute dealbreaker and a huge step backwards in terms of usability. 

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. 

Any plans to enable the use use of OIDC to authenticate users in messaging?

We handle tickets in a handful of languages. If we get two Incident tickets, one German and one French, linked to one Problem ticket and then solve the Problem ticket, is there any way to have the response localized? Or would we just need to create some dynamic content and use a placeholder?

Walter Bellante I didn't know that filters didn't allow users to go beyond the scope of dashboard restrictions, that is interesting. 
I still don't think that addresses the conflicting dashboard restrictions issue - if I have two conflicting filters I can simply exclude a report from a filter. If I have two conflicting dashboard restrictions then both restrictions will apply to all reports. 

Any news on reordering statuses? We don't use the Away status at all, so it's just clutter in the list. Would be a vastly improved experience if we could remove it or at least move it down the list

We're finding that we lose all formatting when using dynamic content with the Auto-Reply. Is this a limitation or a bug? 

I'm also quite concerned about the number of features that aren't replicable in the new dashboard builder. 
In our Agent Performance dashboards, we report on tickets updated and on CSAT. This means we need to filter the Tickets Updated report by Updater and filter CSAT by Update Assignee (as the end user is the updater in this case). 

It's not possible to exclude reports from Dashboard Restrictions, which means some reports simply won't function if we apply multiple restrictions. 

The alternative is to apply multiple filters and exclude the reports from the filters. However, as these filters are not hideable, there's nothing stopping agents from updating the filters to view the data of their colleagues. 

Seems like a pretty big oversight that is going to prevent us from continuing to use Zendesk for reporting on our agents' performance. 

As requested above, is there any kind of feature request backlog that we can add to to try and get the new dashboard builder in a usable state before launch?

It's been 8 years since the initial request to exclude On Hold tickets from the Next Reply Time SLA and, if i understand correctly, no progress has been made at all. 

Is there any plan to make the desired update? 

Is there a limit to the number of domains you can add to an Organization?