Martin Smith

With the upcoming new dashboard functionality, this is a very large gap in the new dashboards for my organisation, and I'm very concerned about a forced upgrade path where we don't have feature parity.

We have a requirement to filter all our reports on two custom date fields, one of which is empty for all tickets until we reach a milestone within our steps to resolve. The lack of ‘all history’ or a user ability to toggle a filter on or off at will means we're unable to report using the new dashboards as it means anything without a date entered simply cannot be reported on, where a filter on the field exists. 

We will be unable to use Zendesk reporting if the ‘all history’ or ability to disable a filter at a user level isn't included before the migration date due to the exclusion of empty records. Please could this be seriously considered for resolution?

I've interacted with the support forums, spoken to our account manager and now have an email thread with the support team on this very issue. I hope this can be resolved before the mandated freeze date on the current dashboard versions.

Hi Walter

Thanks for your reply. I'm afraid this feature doesn't really help our situation. 

We have reports where we have multiple time filters (start, end dates for example) and open cases would not have an end date. Without the ability for a USER to disable a specific filter (previously achieved by selecting 'all history'), we have data that cannot be rendered in a report as it has no date.  This was previously made possible by the ‘all history’ option, effectively rendering the date filter as disabled.

Without such, all our reporting would have to be duplicated (one with filters enabled, one with filters disabled) which would make maintenance much harder and laborious and user experience more complex. 

Is there any official backlog for such feature requests please? This is really going to cause problems come the mandated switch over, which really should as a minimum provide feature parity.

Thanks!

Hi. Is there any update on date filters and the ability to selectively turn off, or filter all history? The removal of 'all history' has been a serious breaking change to our dashboards. Whilst I get this from a performance perspective, this renders dashboards incorrect where a date field is optional as it's impossible to get them to report. Ideally the ability to make a date filter inactive would resolve this, or the all history option being restore.

Hi Walter

Unfortunately this isn't the case. Neither ‘custom’ or ‘rolling’ ranges allow for return of data items where the data is empty, whereas ‘All History’ was effectively removing any filtering allowing any dates in addition to empty/null entries.

We really need an option to make such date/time filters inactive on the dashboards, if null values can't be returned, as this prevents any reporting on custom date & time fields where they are optional

Does that help explain the issue further? I feel the ability to disable filters from a user perspective would resolve this. 

Many thanks!

Martin

Hi there. It seems that the new dashboards have a limitation on time/date filters compared to the older method.

In the old dashboards, a date based filter with ‘all history’ selected would allow returns of data where a date field is null. There appears to be no similar option in the new dashboard filters, therefore it's not possible to filter on data with an optional time or date type reliably.

Anything without that data item is filtered out by the sheer existence of the time/date filter. This is a massive limitation in my view.

Can you please confirm if there is something I'm missing or a workaround on this? I'm not able to migrate without resolving this. Thanks!