Overview of the Zendesk Support dashboard

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9 Comments

  • 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?

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  • 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.

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  • 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.

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  • Jason Harlowe

    Greetings,

    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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  • Rob Stack

    Hi Jason, consider this as a starting point of an idea, but you might be able to use bookmarks to "freeze" the filters to ticket group. You can't edit the pre-built dashboard, but you could clone it to make an editable copy.

    Starting point for reading - https://explore.zendesk.com/hc/en-us/articles/236023527-Adding-dashboard-interactions#topic_kbd_rzg_2v

    I hope this helps!

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  • Jason Harlowe

    Thats a great launching point. Thanks Rob!!!!

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  • James Hunyar

    What is the sync speed of data from Support to Explore? In running a report for 12-31 through 1-6, all data bast 1-2 is missing entirely from all report tabs in Explore. Edit: A few minutes later, I refreshed and the correct date range of data appeared. Not sure why that happened, but all is well now.

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  • Katie D.

    Hello James,

    Thanks for posting your question. Generally speaking, accounts on the Professional plan will sync once every 24 hours. Accounts on the Enterprise plan will sync one hour after the most recent sync ended. Synchronization times will vary based upon how much data is being synced.

    It's a bit difficult to know what could be causing your reports to not reflect any data for the mentioned span of time. This can sometimes be due to a filter set on the report or there not being any account data which matches the criteria of your report. I would however like to take a closer look at what you're seeing. You should see a ticket from me shortly.

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  • James Hunyar

    Thanks Katie, I responded to your ticket, the problem auto-resolved. I believe that I was trying to access the data too early, or had a browser cache issue but shortly after writing the comment the data populated as expected. I appreciate your quick response!

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