The Explore product, design, and engineering teams aren’t letting a little summer sunshine slow them down! Quite the contrary, you should see how pale they are. Anyways, each team has been working hard to roll out a bunch of great new functionality in Explore, and we’re excited to ship the following updates:
Data Integrity Improvements
Our team has put a ton of work into this update and while it’s not something that’s highly visible, it’s high impact to all customers.
We are happy to announce that data integrity issues related to Tickets & Ticket Events have been resolved. You can now fully rely on the validity of the data that you see in Explore. We’re also happy to announce that your data is being refreshed hourly.
Please note, you may see a discrepancy between the number of tickets in Explore and Insights. This is typically this is due to the refresh intervals, but if there’s a large discrepancy please report it to our team at firstname.lastname@example.org.
Refreshed Support dashboard
You’ll notice some big improvements to the out-of-the-box Zendesk Support dashboard. We’ve updated it with a number of new reports that will help customer support leaders run their business better. You’ll notice new charts on the Overview tab that track ticket volumes hourly and day of the week. Across each tab, you’ll notice minor updates, all aimed to make sure that your team has best practice analytics at their fingertips.
Dashboard sharing, simplified
Sharing data with others on your team should be easy. We’re excited to introduce changes to the dashboard sharing workflow that simplify the process of putting data into the hands of others on your team. You’ll notice the simplified workflow when sharing dashboards as an editor.
SLA data now available
If you have active SLA policies, you’ll be excited to hear that SLA related data is now available in Explore. We’ve updated the out-of-the-box Zendesk Support dashboard with a new tab that highlights key SLA related metrics and we’ve added an SLA dataset for your team to start analyzing.
Updates to Query Builder
You’ll notice two minor updates to the Query Builder.
- Metric and Attribute folders are collapsed by default. To add a metric to columns, rows, metrics, etc. simply search for the field you’re looking for or click the name of the folder that contains the field you’re looking for and the folder will automatically be expanded.
- When a query is running, you now have the option to cancel it.
Dashboard Viewer Actions
Have you ever looked at a dashboard and thought “cool, now I want to do [insert data analytics-y thing here]”?
If your answer was yes, you’ll love this update. We’ve added a toolbar to the top of published dashboards that highlight key actions that users would typically want to take. From this toolbar you can easily share the dashboard you’re viewing, schedule it for delivery, clone the dashboard for your own analysis and more.
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.