Overview of the Zendesk Support dashboard

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  • Chris Bulin

    Hi Jessica. Was the Ticket Tag Usage report removed from the Overview Dashboard? I don't see it on our version.

    I'm also seeing the First Reply Time metric on the Leaderboard in minutes instead of hours. Is there a way to change that?

  • Rob Stack

    Hi Chris, sorry about the slow response.

    For your first question, I couldn't find record of a tag usage report. Can you clarify?

    For your second question, there doesn't seem to be a way of changing from minutes to hours in the pre-built report. You could clone the dashboard and edit the leaderboard query, replacing the columns for First Reply Time - Min and Full Resolution Time - Min

    I believe that using First Reply Time - Bus Hrs and Full Resolution Time - Bus Hrs would give you the data you want.

    Alternatively, you might be able to apply a transformation to the result to divide it by 60, then rename the column headings. However, again, you would need to clone the dashboard.

  • Chris Bulin

    Hi Rob,

    It's been so long, I'm not even sure what I was referring to with the tag usage report. I knew we could clone the time reports and put them in hours. I guess that was more of a feature request, to have a toggle for minutes/hours. But if the only way to do it is through a hard code in the metric then that's probably not a thing. Thanks for the reply.

  • Jason Harlowe


    We are looking to use these however the challenge we are looking to overcome is how to add a filter that would apply to all tabs that by default would filter the results by Ticket Group.

    Any ideas would be awesomesauce!!


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