• Christine

  • July 11, 2022 08:58

  Zendesk Engineering

  Hi Darren,
  
  Explore features a prebuiltlive dashboardthat displays important information about your Zendesk products in near real-time, in one place.
  
  To access the live dashboard:
  

  1. In Zendesk Support, open the product tray.
  2. Click theExploreicon ().
  3. From the list of dashboards, choose theLivedashboard.
     

  Please note that the feature is available for Explore Enterprise plans, and requires the following product versions. If you don't have a particular product, it will not be displayed in the dashboard:
  

  • Zendesk Support Professional or Enterprise
  • Zendesk Talk Professional or Enterprise
  • Zendesk Chat Professional or Enterprise
• Darren Blakemore

  • July 11, 2022 09:23

  Hi Christine

  Thanks for the reply but I think I probably should have explained better, sorry.

  How do I configure a manager, to see a dashboard that ONLY shows his teams activities etc?

  I also assume he would only be able to get to this via Explore? Can it not be added to his dashboard in his agent view???

  Cheers

  Darren

• Christine

  • July 12, 2022 07:18

  Zendesk Engineering

  Hello Darren,
  
  If you are referring to theSupport Agent Dashboardto view agent's activities, theAgent Dashboard cannot be modified or customized. The data that appears in the dashboard are "tickets that is assigned to the agent", "recently updated tickets" and "tickets requiring attention". You cannot change the appearance or select data that appears in the dashboard, this applies for both agents and admins on the account.
  
  Support Agent Dashboard:
  
  
  Aside from the live dashboard in Explore, you can also make use ofTicket Viewswhere you can see tickets based on certain conditions. This is another way to easily see or track your agents and tickets activities such as ticket opens, solves, how many tickets are assigned to an agent, etc,.
  
  To create custom Views, you can refer to our article:Adding viewsandBest practices for creating views.
  
  You can also submit a ticket with us directly so we can help you out! SeeContacting Zendesk Customer Support.
  
• Darren Blakemore

  • July 12, 2022 09:09

  OK So if a manager goes in to explore, what agents will be included in the data he sees.

  There is no tangible way, that I see in ZD, between agents and Managers, so how do I ensure he only sees HIS agents activities????

  Is it a case of simply adding him to the agent groups???

  Thanks

  Darren

• Christine

  • July 13, 2022 05:56

  Zendesk Engineering

  Hi Darren,
  
  如果你将使用票视图,您可以添加的agent (manager) to a group to restrict their permissions when viewing tickets and limit it to agents that belong to a group. You can create a shared view (admin created) or personal view (user created) to view tickets.
  
  
  
  If you will use Live Dashboard in Explore, users willExplore access/permissionscan see all ticket data in the account, and cannot be limited to just specific agents.
  
  Explore roles:
  
  

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