The Explore product, design, and engineering teams had an extremely busy month and I’m excited to round up everything new that you’ll find in Zendesk Explore. Our main focus over the last quarter was to bring Explore closer to parity with Insights and make the product easier to navigate and use. Our team is excited to ship the following updates:
Updated Ticket Dataset
We’ve updated the Ticket Dataset with new folders and groupings for your metrics and attributes. On top of this, we’re excited to introduce a bunch of new metrics and attributes to the ticket dataset, such as:
- Satisfaction metrics & attributes
- Custom fields for users and organizations
- Submitter, Requester, and Assignee Email
- % Two Touch Tickets or % Multi-Touch Tickets
- And a whole lot more...
Take a look at some of the new groupings, metrics, and attributes below:
Backlog Data now available
You’ll find that the Ticket Backlog dataset is now available in Explore. If you’re unfamiliar with the Ticket Backlog dataset, it shows a snapshot of unsolved tickets at the end of any given day.
Our team has worked really hard to get query and dashboard load times down to a maximum of 15 seconds. You’ll notice this change when loading larger queries as well as general performance improvements that make navigating the app much easier.
Dashboard Builder Actions
We hope that you aren’t just building dashboards for building dashboard sake. Dashboards should be shared and data-driven decisions should be made! But with Explore, we’ll admit that it was a little tricky to get dashboards in the hands of others on your team. So, we’ve introduced a new set of dashboard actions across the top of the dashboard builder toolbar that surface those valuable “next step” actions a dashboard editor is looking to take. You’ll notice new “Publish”, “Deliver”, and “Share” icons as well as a drop-down icon called “Preview” to preview or open your published dashboard.
Updates to out-of-the-box dashboards
Let’s be real. For those of us who can’t stand when things aren’t aligned, the left aligned out-of-the-box dashboards with too much white space were a little hard to look at. We’re sorry, and we’ve made things better. Out-of-the-box dashboards are now center aligned and the size is fixed, making it easy to keep a closer eye on key metrics on your out-of-the-box dashboards. We've also condensed all of the out-of-the-box Support dashboards into one with seperate tabs for Overview, Agent Activity, Leaderboard, Efficiency, and Backlog.
Decreased row height across dashboard, query, and dataset libraries
We debated whether or not I should include this on the list, but here it is: We’ve decreased the row height of all of your dashboard, query, and dataset libraries. This way, more items can be displayed in the list without scrolling and it makes it easier for editors and viewers with lots of similarly named items to find the item they’re looking for with less scrolling. Woohoo!
Conditional Cell Formatting
Get ready to add a splash of color to your tables. We’ve introduced conditional cell formatting, which allows editors to automatically highlight different cells in a table visualization based on their value. This feature is built for more advanced analysts who are looking to further customize how their table visualizations are displayed. If this is a feature you’re interested in using, we suggest reading the documentation before getting started.
Removal of Map & Choropleth Visualizations
This one was a tough one, but due to compliance and performance issues, we’ve made the decision to remove the Map and Choropleth visualizations for the time being.
As always, we would absolutely love your feedback on these recent updates. Please feel free to leave a comment below or start a conversation in our community.