In the new Zendesk Interface, the dashboard by default displays a "Tickets Requiring Your Attention" view. (I realize this is not a "view" in the Zendesk-defined sense) This way of looking at tickets is not customizable - the fields displayed cannot be altered, the column widths cannot be changed, and there's no way to "anchor" alternate views on the left side where the existing icons (for dashboard, reporting, settings, etc) reside. Those are features we consider vital in order for us to use the Lotus interface. The most glaring omission on the default dashboard is the absence of the ticket number. It would be great if Zendesk started by making that change, and then making the dashboard customizable so that it has real value to those users who need a different dataset than Zendesk has provided by default.
[Closed for comments] Customization of the dashboard
Being able to modify the default dashboards is key for our business efficiencies as well. 1+ to the previous comments and examples requesting this. We agree with the value these capabilities would add. Here are some additional examples.
We use our views to manage workflows and hence have a sequence field that is vital for our agents to know what demands top attention. Without being able to add our custom field as a column to a view the dashboard has no value to us.
For this same reason we need ability to customize the default views in the Organization view.
Are there considerations on making these default views customizable as well?
We very often need to look at all tickets in an organization or all tickets submitted by a user and it is extremely convenient to be able to look at this information directly from within the ticket. However because we cannot customize the way the information that pulls for the Org and User ticket lists we are not able to effectively manage our workflows from them. We need to be able to add a custom column to each of these defaults. Can this be done? Please add this to your considerations.
The "Updates to your tickets" feed is a very important feature which is now hidden in a corner of the dashboard. If this gets a separate place in the navigation menu it will help the agents to track and action tickets faster.
Another add-on to this feature should be the ability for agents to close or mark the update on the as complete so that they don't see the updates that are already actioned. May be the completed actions can move to a separate queue which can be accessed if required.
This will reduce the dependency on the columns like "Latest update" or "Update by agent/end-user" in views.
We would like to customize "Updates to your tickets" on dashboard to view ticket that are more important to us ( there could a criteria based filtering or we simply pick the ticket numbers )
Our last day on Zendesk for unrelated reasons.
This request is almost three years old (2012/12/09) and it does not sound like a difficult change. Would rather turn off the dashboard and go to the first view in the 'Views' list instead, because at least it can be customized while the dashboard cannot. Seems like that would solve the issue for a lot of folks.
For whatever reason the first screen viewed on login does not appear to be a high priority at Zendesk. Still an excellent tool, but it would be nice if progress on the agent user experience end went a little faster.
18 months since the word was that this feature was in the works.
The dashboard drives me crazy because I can't see the customer. There have been many reasons posted here for driving others crazy.
The solution is to 1) make it customizable; or 2) allow an agent to set a default view.
Obviously we don't know the effort required to make either of these changes, but the criticality is high.
Zendesk this is your agent front door. And we're telling you that your first impression sucks which then makes us suspicious of the entire product.
Beyond being able to customize the view of the dashboard, it would be very helpful to customize particular information. Specifically, it would be fantastic if the team could log in, go to the dashboard, and see messages from their team manager regarding currently known issues.
I'm envisioning a section where a manager could place important messages for the day or week, so technicians could review them on a daily or as-needed basis. This would help synergize the team and allow them to see what's currently "going on". Of course, meetings for this sort of thing are important, but a place for the technicians to quickly go back and review on an as-needed basis would be very beneficial and desirable.
After reading Darla's message I have to stand up for Zendesk. Because I work at a software company also, I know what it is like to promise, inform, develop and deliver.
When a certain feature is not present in the product, it doesn't mean that the complete product sucks. For instance, when a light in my car is broken it disturbs me at first. But after a couple of days I don't even see it any more. The most important thing is that the engine keeps on running.
If somebody from Zendesk is kind enough to answer one of the questions in this thread, do not use his answer as a weapon against him. If he says that Zendesk is developing the requested feature, than this answer is a service to inform you. If you keep using these answers to fight Zendesk, then eventually Zendesk will stop offering this service. Because everything they say to keep the customers happy will come back as a boomerang in their faces.
If you are in need of a certain feature, you can either develop it yourself as an app, or you can ask Zendesk to change anything in their product. If you choose for the last option, it means that sometimes you have to wait.
And yes, that waiting sucks for the first few days, weeks or months.. But hey, as long as the engine keeps on running, right?
Well said, Remco
+1 for all of this. Unfortunately, I'm not surprised that there hasn't been any progress made in the three years since this was reported
I agree with Remco and I empathize with Darla and others who, like me, are truly confused and frustrated by lack of movement on this.
I also realize that for 95% of Zendesk customers, this probably isn't an issue (hence no movement), but there are some of us who work really hard to create a perfect "view of work" for our teams, and unfortunately, when they log in, are presented with not that view. :/
Our solution, such as it is, is to have the agents bookmark one of the views, rather than the general ZenDesk url. That way they do go to a useful page when they log in.
+1 here.
Need to change the columns of the dashboard. We can do it on any other view, but not the dashboard... Really need to get next SLA breach column at least able to be added.
An yes, being able to add more shortcut buttons on the left side vertical bar (with the home icon, view icon, user icon etc.) would be very helpful.
I'm new to Zendesk and am surprised I can't customize the Dashboard columns. This request is over 3 years old? Can we get an update?
It's been 30 months since I submitted this request / comment. Darla hit the nail on the head on June 2nd with this remark:
The solution is to 1) make it customizable; or 2) allow an agent to set a default view.
Darla also mentioned that this page is Zendesk's Agent "front door" - it sets the expectations for the product, the importance of which cannot be overstated. Despite more than 80 people commenting in this thread over the past 2-1/2 years, Zendesk has yet to address this very basic functionality - functionality which existed in the previous interface, which was lost during the change to the current UI - and the current UI has never restored feature parity in this regard.
I've been a fan and a promoter of the product for nearly 3 years, but this is a recurring frustration - as is the lack of updates / response back to the community about what we've expressed is an important issue.
+1
I would like to be able group on organization in Dashboard view, same way this is possible in Views.
This request is getting pretty close to its third birthday.
Even though lacking this feature isn't a dealbreaker, really wish more attention was paid to the dashboard. Zendesk has great metrics, good view customization, and the dashboard is missing both. Would prefer something customizable that you could scope to groups just like views.
Searching tickets in Zendesk is massively improved now that the results are more like regular views. Even without other additions that would be a big stride.
Please, take some development time to improve the dashboard! It's the first thing every agent sees on login, and having it in top form would add instant appeal to the product.
Zendesk team - it was mentioned in this thread on January 2015 that there's a development task for this. Any news?
My main motivation for using the agent dashboard is having my agents see their relevant tickets along with the feed of changes. This is the winning combination for me. Is there a way to get the feed to show when using other views?
Thanks!
Please address this Zendesk team. As others have stated, a simple win would be to allow us to choose a custom view to display.
The home page is pretty useless to us currently which is absurd for the first thing every user sees,
Would love to see the dashboard customizable. Right now, I feel it's the weakest park for the zendesk experience. IE, nobody uses it
I would love to see an update on this as well.
This would be a much needed functionality in my organization and it's disappointing to see this request on its third birthday, with 115 votes and barely addressed by Zendesk.
I see product discussions with less votes that have been completed.
We need these function, too. We are using the SLA module and we need the SLA time in the dashboard.
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