[Closed for comments] Customization of the dashboard | The place for Zendesk users to come together and share
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Matt31
December 10, 2012
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[Closed for comments] Customization of the dashboard

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  • December 10, 2012
  • 203 replies
  • 367 views

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.

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      Nikki19
      June 9, 2014

      Here's my input on what I want from the Dashboard "Updates to your tickets".  I want to see all updates from end-users, but I do not want to see updates from others admins/agents.  There are only two of us - he is Tier 1 and escalates many tickets to me.  Unfortunately, I'm not getting caught up on a daily basis - not even close.  I use "Views" to work through the tickets, but I like to use the "Updates to your tickets" to see if I get any quick responses from end-users on emails that I've sent today.

       

      Currently, whenever my co-worker is online, my "Updates to your tickets" gets slammed with all of his escalations to me.  See this screenshot:

      https://www.dropbox.com/s/hm5hjykx59js8y5/Screenshot%202014-06-09%2014.51.08.png

       

      The responses from end-users get lost in the shuffle.  I don't plan to tend to his escalations right away - I'll do it in chronological order.

      So I would like the ability to hide all "Updates to your tickets" from him so that I can only see the responses from end-users.

      Thanks for listening!

      -Nikki

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      Owen17
      June 13, 2014

      Please, please, implement this feature. I am about to write some jank custom javascript so I get returned to My Tickets instead of the dashboard but I don't want to. The sad thing is the update feed is rather nice, but not seeing all my tickets is not.

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        Matt99
        July 3, 2014

        I would like to say a big thanks for at least implementing the ticket number and allowing sorting on the other columns.  I sincerely hope that Zendesk will consider implementing some of the other previously-mentioned customizations.  Thanks!

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        Gil13
        August 8, 2014

        Sorry, but I'm not taking the time to read the history.  Since DASHBOARD is the big button top left, why can't we see ALL tickets instead of just YOU and GROUP?  As an agent and manager, I would prefer not to bounce from DASHBOARD to VIEWS.  Please put ALL in between the two boxes there already or make it user customizable.

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        Clemens11
        August 18, 2014

        I also vote for a feature to customize the dashboard. It appears essential to customize what ticket stats to be displayed there.

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          Chris172
          August 21, 2014

          +1 for being able to set a view to show on the dashboard

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            Indhu
            September 8, 2014

            I also vote to have the dashboard customized instead of having the default one provided by zendesk !

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              Gaëlle
              September 8, 2014

              It's impressive how Zendesk is not showing interest about this request thread. I even asked for feedback via Twitter (https://twitter.com/gaelle_lo/status/501288862455709696) and they ignored it. It seems that Zendesk has some room to improve it customer service...

               

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                Lana14
                September 11, 2014

                I have just moved over to the new Zendesk and the Dashboard is the thing I dislike the most.  I do not see the point of this and find it a waste of space as the home page.  Really needs to be customisable.  I have voted. :-)

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                Analytics
                September 24, 2014

                It is a shame this has remained unaddressed in so long. The "updates to your tickets" feed is perhaps the most useless part of the dashboard, and makes several broad assumptions about how companies manage tickets.

                I did write an adblock filter to permanently hide this column, but given the zendesk page structure it leaves a large empty column rather than closing nicely, so instead I wrote a filter to hide the "home" icon so users can't get to the dashboard in the first place. Works a treat, especially after I added custom views for the rest of the tickets.

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