[Closed for comments] Customization of the dashboard

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.

Yeah, that's how we do it too, Helen.

+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.