In this recipe, you'll create a simple report that lists agents and the number of solved tickets for each. You'll then add the report to a dashboard and explore how dashboard filters can allow the report viewer to change the results of your report in the dashboard without changing the underlying report itself. This can be a powerful way to give report viewers the chance to configure reports just how they want. It can also save you the time creating multiple reports.
This article contains the following topics:
What you'll need
- Zendesk Explore Professional or Enterprise
- Editor or Admin permissions (seeGiving agents access to Explore)
- Ticket and agent data in Zendesk Support
Creating the base report and dashboard
Before you start exploring filters, create your report using the instructions below. The report lists agents and the number of solved tickets for each
To create the report
- In Explore, click the reports (
) icon. - In the Reports library, clickNew report.
- On theSelect a datasetpage, clickSupport>Support -Tickets.
- ClickStart report. Explore creates the new report and opens the report builder.
- In theMetricspanel of the report builder, clickAdd.
- From the list of metrics, chooseTickets>Solved Tickets, then clickApply.
- In theRowspanel, clickAdd.
- From the list of attributes, chooseAssignee>Assignee name, then clickApply. Explore generates a table showing all of your agents, and the number of tickets they've solved.Tip:If your organization has a lot of agents, consider applying a filter to theAssignee nameattribute to select only the names you want returned.
- Give the report a name, for example "Agent solved tickets", then clickSave>Add to dashboard.
- On theSave new report topage, choosea new dashboard, enter a name for the dashboard, for example "Dashboard filters test", then clickSave. Explore creates a new dashboard named "Dashboard filters test" and adds the "Agents solved tickets" report to it.
Opening your dashboard
- In Explore, click the dashboards (
) icon. - On theDashboardspage, choose the dashboard you just created,Dashboard filters test.
- The dashboard opens in preview mode containing theAgent solved ticketsreport you created. ClickEditto start making changes.
Adding a time filter
Use this filter when you want to enable report viewers to see solved tickets (or any other metric) for a date range they specify.
To add a time filter
- In the dashboard you just opened, clickAdd>Add time filter.
- On theTime filter widgetpage, choose the attribute you want to use when selecting a date range. You can only choose from time-based attributes. ChooseSupport: Tickets [default] - tickets_solved_at.Tip:显示属性名称作为internal Explore names. Zendesk plans to change these to friendly names in a future update.
- Scroll to the bottom of theTime filter widgetpage. From theRender asdrop-down list, chooseCalendar.Tip:Feel free to experiment with the other date picker types in theRender aslist. These give you options to let your viewers choose simple, or advanced date ranges.
- When you are finished, clickClose. For more details about the options on this page, seeAdding interactive dashboard widgets.
- Explore displays the time filter. You might need to drag it to another position on the dashboard if it's obscuring your report.
- In the left month of the time filter calendar, choose the start date for your report.
- In the right month of the time filter calendar, choose the end date for your report.
Explore recalculates the report and displays the number of tickets solved in the date range you specified.
如果你想删除时间滤波器之前move onto the next example, click the arrow on the filter and choose删除. Don't delete theAgent solved ticketsreport.
Adding a data filter
You can enable report viewers to choose from a list the names of agents who they want to see solved tickets for.
To add a data filter
- In your dashboard, clickAdd>Add data filter.
- On theChoose data filter columnspage, choose the attributeAssignee namebecause you want to give the report viewer the ability to filter the report based on the agent name. You can select multiple attributes to give the viewer more flexibility.
- When you're finished, clickApply. Explore displays the data filter.
- From theAssignee namedrop-down list, choose one or more names, then clickApply. (Note that the search bar appears only if the attribute has 15 or more values.)
The report table updates to show only the names you selected.
Adding a metric filter
You can enable report viewers to filter the range of results shown. For example, don't show agents with less than 50 solved tickets.
To add a metric filter
- In your dashboard, clickAdd>Add metric filter.
- On theChoose metric filterpage, choose the metric that you want to limit results for, in this caseCOUNT(Solved tickets), then clickApply.
Explore displays theMetric filterslider. You can drag the two circles left and right. Explore only displays report results that are between the two values you select.
Adding a change metric
In addition to being able to see the number of solved tickets for your agents, some report viewers might also want to see a different metric like the number ofunsolved蜱虫ets. You can use a change metric to give them this option without changing the original report.
To add a change metric
- In your dashboard, clickAdd>Add change metric.
- On theChoose change metricpage, choose the metric that you want to let viewers change, in this caseCOUNT(Solved tickets).
- In theRestrict to this list of metricsfield, chooseUnsolved ticketsandSolved tickets(you addSolved ticketsso that viewers can switch between the two metrics). You can select multiple metrics to give the viewer more flexibility.
- When you are finished, clickApply.
Explore displays theChange metricswidget. You can now use theCOUNT(Solved tickets) tometrics drop-down list to change the report table to display theUnsolved ticketsmetric.
Adding a change attribute
You can give agents the option of displaying a different attribute than the assignee name, for example the number of tickets solved for each ticket channel. You can do this by using a change attribute.
To add a change attribute
- In your dashboard, clickAdd>Add change attribute.
- On theChoose change attributepage, choose the attribute that you want to let viewers change, in this caseAssignee name.
- In theRestrict to this list of attributesfield, chooseTicket channelandAssignee name(you addAssignee nameso that viewers can switch between the two metrics). You can select multiple attributes to give the viewer more flexibility.
- When you are finished, clickApply.
Explore displays theChange attributeswidget. You can now use theAssignee name toattributes drop-down list to change the report table to display theTicket channelmetric.
12 Comments
很有帮助,谢谢你:)
The time filter takes up a lot of real estate on the dashboard. It'd be great if it could be made collapsable.
I found a way to make it collapsible!
However, when using the widget, if it overlaps a report, the UI doesn't update when you collapse the widget.
HiFlair Customer Support, thanks for the feedback. I wasn't able to replicate this behavior in my instance. I'm going to open a ticket on your behalf so the team can investigate this. You should hear back from someone soon. Thanks!
Assignee Name Data Filter is showing many irrelevant names in the Dashboard. How do I get the agent names alone in the assignee name data filter?
Hi Harichandan, if you have several agents that aren't part of the team you're interested in focusing your filter on then you could use a Set from the Assignee Name attribute and select the specific agents relevant to your filter.
HiAdam Goodell, I have been having the same issue asHarichandana Pulikandla. Do you mind showing an example of how you would go about seting this up?
Hi Adam,
Are you asking me to apply the filter on the assignee name attribute, so that other names doesn't show up in the Dashboard Filter?
See the section on creating sets in Zendesks' articleOrganizing values by groups and sets. Select the users you want to include. Then in your report add the Set you created.
To ensure only agents appear in theAssignee namefilter, you can do two different workarounds mentioned in this helpful article -Why do end users show in my assignee filter on my dashboard?
Hi,
I have a KPI dashboard but I want to send these out to my agents. I am aware I will have to create a copy of the dashboard for John, a copy for Frank and a copy for Paul. However when I set the filters to Paul and schedule the dashboard to be sent by email.
When I received the dashboard the results were not filtered. How do you filter a dashboard so it can be scheduled? Without filtering each of the reports that make up the dashboard?
Thanks
For each dashboard, you should set aBookmarkto designate the specific filter for it which will then be sent to your agents.
Pleasesign into leave a comment.