[Closed for comments] Customization of the dashboard

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202 댓글

  • David McKnight

    Agreed.

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  • Daniel Oakley

    Presumably some sort of functionality related to this has been added by now, or at least we can pick one default view for agents to see on the dashboard? Apparently not.

    Sorry for my terse tone but this is irritating. Not being able to customise the default view in Zendesk is annoying after this many years.

    We have a large number of agents, and they should be able to click on the home icon in the top-left and be taken to a home screen accurately representing the tickets that they should be looking at and working on. Right now, that isn't the case, they're taken to some random list (as far as our structure goes in any case, it is basically random for the agents) of tickets rather than what they really need to know and really need to look at.

    Sure, we can add a bookmark and tell agents to use that to login, and tell them to ignore that very obvious, intuitive 'home' icon. But we shouldn't have to.

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    On a side note, what I would really prefer for the Dashboard page is to be able to stack multiple views in it. For instance, we have one view where we list VIP tickets, and one view where we list regular tickets. I would like to put the VIP tickets up the top, followed by the regular tickets underneath it, and be able to control flows in that sort of a way.

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    But if nothing else, let us change the home button and where agents are taken to by default to the Views page. Hack it in dodgily with a checkbox in settings, and then later on do the rethinking of the Dashboard page proper so it can be usable by everyone in this thread.

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  • Yoav Brog

    LOL @owen

    It certainly feels like so many users in the Zendesk community are just being ignored

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  • Jacko Leenders

    We are using Zendesk Multibrand, and we would really need the option to have the brand the ticket belongs to displayed on the Dashboard View.

    Without it, the view is kind of useless and we have to revert to one of the other views.

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  • Claire Garrett

    So frustrated that I cannot edit the dashboard. I have just integrated social media into Zendesk and would like the show the Channel on the dashboard so that my agents can clearly see when a social media ticket arrives. I can do this on all the Views I have set up but not on the most important area! Its imperative to deal with Facebook, Twitter etc immediately and by seeing the Channel would assist with this greatly, my agents could jump on that specific ticket ASAP. Please enable the dashboard to be edited. Crucial element required. 

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  • Sharon van der Aa

    Please add the functionality to customize the dashboard.

     

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  • Matthew

    Another +1

    It hard to believe this has not been addressed yet!! and no update from Zendesk for a long while!!!

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  • Timur A.

    I agree that Dashboard is not very useful in current form. We use Views, but it's a bit hard sometimes to explain to new agents that you should open View, not Dashboard, which opens first by default. 

    Very strange, not sure why Zendesk is so active in adding other very good improvements and is so stubborn about this one. Perhaps, some of the founders or key figures is against and that's that. End of discussion. 

     

     

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  • Susan Maher

    I agree with the comments above.  We need the ability to customize which fields the dashboard shows.  In essence, we need the ability to customize the Home screen.

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  • Jeroen Poppe

    +1

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  • Timur A.

    @Ellie, as a head of customer support department I 100% understand you, we have exactly the same problem. It's been 6 years since this request has appeared and still nothing has changed. 

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  • Kalle Windefalk

    It would be awesome to have the SLA functions beside the NKI stats.

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  • Liberty Gallagher

    This would be a really valuable feature for my company!

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  • rcsmith

    I agree that the Agent Dashboard needs to be customizable!  As I evaluated other products recently, even the cheapest most basic solutions allow for this.  Specifically, I just need some space to post a "Banner" to alert about news of the day (like we are taking email off line today from 1pm to 2pm for maintenance...) and also the ability to add a couple of custom links.  Very basic.

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  • Ellie Simpson

    Hey Zendesk,

    Are there updates on this?

    We never, ever, ever use the Dashboard. And we don't want agents to use it as they have very specific Views set up for them.

     

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  • Remco

    Though I do sympathize all comments above, I don't think it is fair to judge the complete Zendesk company by just this (or some) issues. A software company has a giant ecosystem to take care of. This means sometimes you have to bring disappointments. I try to convince myself that probably this requested change is not as easy as it seems for us. In the end, I am not able to see (or even understand :D) the code that is responsible for the dashboard so who am I to judge about the feasibility? I am trying to see everything in perspective here, as long as I am able to run my core business. On the other hand, I feel your pain and also encourage evolution of the dashboard.

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  • Peter Haller

    Remco, that is very nice and sympathetic and I am sure includes some reality. But people have also asked for the ability to simply disable it from the interface if it can't do anything whatsoever that we want it to and thus only serves to confuse new users. Nobody here who develops software honestly believes doing only that would be a multiyear challenge.

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  • Daragh Everett

    Remco - Very sympathetic, parts maybe true but I doubt they'd struggle to complete this change.

    Make no mistake, Zendesk isn't run from a loft by three guys anymore, Zendesk have come a long way since then and are the leading in their field. Also as they're based on Customer Service, you'd think requests could be treated with a bit more than a black hole forum (which is what every request I've commented on seems like).

    I may have missed a comment along the way somewhere (as there are so many to read), but I don't think the request has been addressed by someone at Zendesk, or has it? It would just be nice to know what they think is what I'm saying.

    It really isn't that hard to do and would please a lot of people and improve the product overall.

    Perhaps they're developing it into the pro package or premium package ;)

    Overall it's great product, but everything can always get better if it listens and changes.

    Fingers crossed...

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  • Remco

    Well.. Guess you guys are also right.. :)

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  • Nicole S.
    Zendesk Community Team

    Hi all - 

    Product is very highly aware of this request, and is interested in exploring some things around the dashboards further when they have the bandwidth to do so. There are many different requests throughout this thread, and more problem-centric conversation is warranted, with some specific questions coming from the Product team. 

    I'm meeting with them on Monday to discuss several things, but this conversation is one we will be broaching with them at that time. I can't guarantee I'll have any specifics to share following that meeting, but I will be back with an update sometime next week. 

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  • Ashley Doyle

    I'm pretty sure anything I can say about the lack of functionality of the Dashboard has already been said, but the main point I keep coming back to is: this is the first screen a user sees, yet it seems to serve no purpose.

    My example is that I have administrator access and am assigned to the same groups as another administrator account - yet their dashboard shows something (standard "updates to your tickets" with a giant list of tickets), and my dashboard shows pretty much nothing (standard "updates to your tickets" yet no tickets listed (unless I click "groups")) - and I can't even make a modification so that I'm seeing the same thing as the other admin. Everything regarding settings of both admin accounts is exactly the same - yet one dashboard is different to another, and nothing can be done to change this. Frustrating is an understatement.

    A dashboard should function as a dashboard, be customisable to fit the use of each user. Yet for Zendesk it functions as a lame version of what can be/is accomplished by views.

    Really looking forward to @Nicole's update, hopefully coming next week.

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  • Gaurav Majithia

    Quite disappointed to see Zendesk is neither looking into Suggestions provided by users nor is working towards providing better customization of their entire tool.

    Being an influencer I would not recommend this product, if the product roadmap is not very clear.

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  • Nicole S.
    Zendesk Community Team

    Hey Gaurav - 

    We are actively looking into both suggestions from our users as well as many, many ways to customize our tools. 

    The update is that the product team is interested in exploring dashboard customization, and have this on the backlog list for later in the year. Other things have been prioritized for development in Q2, but they're looking for an opportunity to open this topic up for exploration.

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  • Ashley Doyle

    Hi Nicole,

    Thanks for the update - but as the issue is on the backlog for later in the year I have to ask: What are the chances of it getting seen to soon, rather than being pushed back again?

    This issue is approaching 5.5 years since it was first opened, and to hear that it's not exactly a priority doesn't give too much hope that it will be seen to any time soon.

    What does the Dev team need from the community in order to make this something that will be actioned?

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  • Nicole S.
    Zendesk Community Team

    Hi Ashley - 

    Later in the year is the earliest that anything would be able to happen. Our product development teams work in roughly quarterly sprints; right now they're working on the things that were slated for Q2, and the planning process for Q3 just wrapped up. So the earliest work would begin would be Q4. 

    With dashboards specifically, one of the issues is that there are a multitude of different requests regarding the kind of customization and flexibility different users want, so a deeper exploration process of determining what would create the most value for the greatest number of different users is necessary. The Voice of the Customer team is currently in the process of determining what that exploration would look like and how to best go about collecting those use cases so that they can sort out what would make the most sense to create. 

     

    So, at the moment, the product teams have what they need from the community. They know that dashboard customizations are desired by a lot of users and have examples of many use cases. When they're ready to begin a deeper exploration of this problem, we'll create a conversation thread with specific questions, and your input will be helpful in answering those questions at that point in time. 

    The Voice of the Customer team is highly aware of this thread and pushing to move an exploration forward. We'll continue to keep this thread posted. 

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  • Ashley Doyle

    Thanks Nicole.

    Looking forward to see the issue progress.

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  • Nicole S.
    Zendesk Community Team

    You're welcome, Ashley. 

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  • Andrew Jacobson

    Did dashboard customisation get into a sprint for Q3 or Q4?

    Its crazy that you cannot add organisation to the dashboard and can only see end users!!

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  • Nicole S.
    Zendesk Community Team

    Hi Andrew - 

    The product teams are considering several aspects of the different kinds of customizations that users would like, the problems behind why those customizations are necessary, and which ones would potentially have the greatest use for the greatest number of use-cases. But it is still very much in the exploration phases and therefore not slated for development at this point in time. 

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  • Ross

    Well it's not like we've been waiting 6 YEARS for the development team to 'explore' the idea.

     

    It's simple things like that that directly stop my company from migrating away from other platforms to Zendesk. We're already an enterprise customer and Zendesk consistently fail to deliver it seems - hence our reluctance to give you more money for the same old rope.

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