Bart

Hi Everyone, 

I think this is no longer working. We've been getting clients reaching out stating it no longer links to our helpcenter. 

We have rich content enabled with the same Help Centre

So it appears to be broken. 

Rob Stack, 

How do you set permissions for decomposition of reports when sharing a public link?

Mark Pharsen,

Best option would be to add set the date and add a bookmark.

But only add this once you've set your dates and when you add it in, make sure to pin it. 

Hope that helps!

It would be great; now that explore is live; to repopulate the reporting section. Since removing Insights, this whole area that once contained high level metrics is gone. Please consider replicating a similar dashboard with the zendesk support dashboard embedded where this one used to be. Replicating it 1:1 as it used to be would be also great. 

Additional to this, it would be great to add explore dashboards with Tabs at the top, much like you had Insights at the end where you could add multiple dashboards. This section would not only become useful once more, but bring back functionality that our business used to get an overall feel of how things are going.

@..., 

This is very welcome news. Thanks for taking the time to work on this.

@..., I feel your pain, but I've been able to essentially get this working by adding in a data filter called "Assignee Role" which you then pick as admin/agent and hide it in the background. 

When you then add your data filter for "assignee" in your dashboard - you will only have admin/ agents and not all users. 

Hope this helps a little

Bart

Would be great to get this in explore. I have a mandate to report on which staff are still using macros and which since we've moved to a more human experience and want to cut down on macro usage. Also, would be great for admin to have access to personal macros which you can see in events - but not be able to access / deactivate. 

@..., 

Thank you and Wido for the workaround. I've added it in, but I need it more of a data filter that I can use on a dashboard as a filter to delve deeper into say another metric for solved tickets, and then filter by one or other agent. So whilst this is a great workaround for just the one report - will be great where you can add the filter assignee name which only returns active agents back. 

I'll try work around this for now.

@...

Thanks for looking into this. I think the issue is in explore you set all of your "columns" as rows - and then it exports everything into a row. But if I need to see tags per week and set the ticket solved per week as a row, because that's how it splits it into columns on the dashboards, then it should also export them into columns. -- Or make it so the columns part of explore actually is a column and splits the by week section per column. 

One other metric I noticed missing from insights is week solve / year. I know you have time filters - but my boss would like to see every week since 2017 by tag. A large query for sure, but as part of investor meetings - they don't showcase explore dashboards - they do so through other software products to build these based on the numbers. Insights simply had week 15 / year 2018 etc. 

Thanks again for looking into this. 

@..., 

@...

Exporting reports from explore - where you have #Number of tags / ticket topics built per week as columns and tags / topics as rows exports into csv / excel as a single column with same tag / topic repeated with second column showing as numbers. -- Same report in Insights has the columns as per week - as per the query. 

Metrics are:
COUNT(TICKETS)

Column:
Tickets Solved - Week of year

Rows:

Ticket Tags

Filtered by 2020. 

Explore report = OK columns showing okay
Exporting to Excel / csv is not ok.

This needs to be a priority. -- There is no way that columns in explore become a second column in rows. Insights has the same query as

What = Solved Tickets
How = Ticket Tag / Week / year solved

Each week is it's own column with 1 ticket tag per row - and the number of solved tickets. No issues with Insights excel exporting.