Hannah Voice

Oh that's awesome @..., that works a treat. Thanks so much! 🤩

Since moving to Zendesk, we have really been missing the ability to include GIFs in replies to our public tweets. We do a lot of support on social media and including GIFs is a big part of creating a fun and engaging support experience with customers.The GIPHY App integration is great, we just need it to work on social tickets! 🙏

Have any other Zendesk customers found any workarounds for this?

Hi @... 👋

Thanks so much for the awesome script and instructions! When I exported the file, it only seemed to include our public facing articles (permissions = visible to everyone) but didn't include our internal articles (permissions = visible to agents and managers). I couldn't spot anything in the script I could tweak and wanted to see if you had any suggestions?

Many thanks,

Hannah

Thanks @...! Appreciate your help. 🙌

I also worked up an alternative that I'll share here in case it's useful for anyone else. Rather than using date range calculated metrics, I created standard calculated metrics and then configured the result path calculation to show the change between weeks.

Then, on dashboard level, I added a change metric so I can toggle between week, month, and quarter. Video here.

Thanks very much @..., I'm aware of that option. 😊

However, I want the query to adjust based on the date range. I just want the comparison to be based on the date range I've picked, rather than hard coded as last month compared to the previous month. For example:

• If I set "today" in the date picker, I want the comparison to be between today and yesterday
• If I set "last week" in the date picker, I want the comparison to be between last week and the week before
• If I set "this month" in the date picker, I want the comparison to be between this month and last month

Essentially, I want the comparison to be the period I selected and the period immediately preceding it. I feel like this is a pretty common use case and something that is usually available in reporting software. For example, here's how it looks in Google Analytics:

And here in Help Scout:

Date range calculated metrics are fixed to certain dates (not actual dates, but "month" or "week" for example). It seems very cumbersome to have to create multiple queries for every possible comparison you might want (e.g. comparing by day, week, month, quarter, year), so I feel like I'm missing something. 🤔

Thanks!

Hi community friends 👋

I created a query to compare tickets created last month to tickets created the previous month. Here's how it looks.

This is great, but I'd ideally like to include something like this on our main dashboard. The problem is, the dates in these custom metrics are essentially hard coded, so if I add this to a dashboard and then filter by date range, it's not going to work. I would ideally like to have a query like this that adjusts with a date filter. So, if I look at the stats for "last week", the comparison would be to the week prior. Whereas if I look at the stats for "last month", the comparison would be to the month prior.

From all my searching and messing around, it doesn't seem like this is possible. Before I write it off completely, I wanted to check if anyone else has been able to achieve this?

Thanks so much,

Hannah

P.S. Here are some helpful articles I've used when it comes to comparing metrics, in case these are useful for others:

Hey @...

I completely agree with you. I was really surprised this wasn't available when we moved to Zendesk (we came from Help Scout).

In case it helps, we decided to create a separate dashboard for our agents, which is easier for them to look at and only has the stats they're interested in to track their productivity. Rather than having KPI queries and then a name filter on the dashboard, we display the stats in tables with all agents listed. This means they don't have to go to the trouble of selecting their names. Here's how it looks (I've blurred our agents' names). Our agents have shared that they've found this much easier to use.

Hi Jay,

I think Bookmarks are usually intended to be displayed so users can interact with the dashboard, but they can be hidden if you want to avoid anyone making changes. You can select a default bookmark by clicking on the pin icon (like this), and then once it's hidden, nobody can deselect that bookmark!

I have found that it's a lot of trial and error with getting dashboards working how you want them to! 😅

Hi Jay,

I'm not sure if you solved this one or not but I thought I'd jump in with a possible solution in case it's still needed!

You may or may not be aware that you can hide widgets in dashboards, including bookmarks. So, you could create the bookmark you need that sets the filter, and then hide it. This way, users can't change it. Here's a screenshot that shows some hidden widgets in my dashboard. And here's how you would hide a widget.

One reason you'd definitely need to do this (and what I have set up in that screenshot) is if you ever want to add a filter for "Updater name" or "Assignee name". These, by default, pull in all end users, which is a real nightmare. So, you can create a hidden widget to filter on "Updater role" or "Assignee role", along with a bookmark to keep the filter in place.

Another option to set a global filter would be to add the filter to the query itself, rather than on the dashboard level. (Although, if you then have the same attribute as a filter on the dashboard, it could end up overriding it.)

Hope this might be helpful!