The Explore team is full of holiday cheer this season and the workshop is bustling. Our elves in product, design, and engineering have been working hard to bring new updates to Explore’s pre-built Support dashboard. In this post, we’ll dive into everything that’s new to you.
Improved Support dashboard UX
We’ve made some changes to the overall UX of the Support dashboards, you’ll now notice the following updates:
The overall color scheme of the dashboard will now match the Zendesk Support color palette that you know and love
- We’ve added more “Change Attributes” to slice and dice your data a little further
- Filters are now linked across tabs, so if you adjust a filter on one tab, that change will be reflected across any other tab you navigate to
- The Organization filter will now only return active organizations
New Satisfaction Tab
We’re happy to introduce a new tab called Satisfaction that provides deeper insight into how happy end-users are with the support that you provide. You can see an example of what this new tab looks like below:
Insight into Agent Updates
You’ll notice that we’ve removed the Agent Activity tab and have since replaced it with two new tabs: Assignee Activity and Agent Updates. This change will help your team gain a deeper understanding of both assignee-centric and updater-driven reporting. Check out the examples of these new tabs:
New Unsolved Tickets tab and refreshed Backlog tab
We’ve made some great updates to the Backlog tab and have added a new Unsolved Tickets tab to the Zendesk Support dashboard. The Backlog tab, available on Support Enterprise focuses on historic ticket backlog, while Unsolved Tickets focuses on tickets that are currently unsolved and potentially require action by your team. The Unsolved Tickets tab is available on all plans. Check out these dashboards below:
Unsolved Tickets Tab
Want to learn more?
We’ve updated our Overview of the Zendesk Support dashboard article which now provides a deeper dive into the new tabs on the Support dashboard as well as all the new metrics.
We’d love to hear your thoughts about these updates. Feel free to leave a comment below or join the conversation on our community.