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Problem Category:
Issues experienced while migrating a dashboard
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Problem Description:
We are in the process of rebuilding our dashboards using the new Explore dashboard builder and are following the best practices outlined in https://support.zendesk.com/hc/en-us/articles/8002974915482-Best-practices-for-migrating-to-the-new-Explore-dashboard-builder. As part of the migration, we identified an opportunity to consolidate several team-specific dashboards into one unified dashboard using dashboard restrictions based on ticket group.
However, we’ve encountered a limitation: dashboard restrictions only support up to 20 values, but one of our teams is associated with more than 20 ticket groups. This restriction prevents us from applying a single restriction to that team and breaks the intended dashboard setup.
While it’s technically possible to work around this by tagging tickets via triggers when assigned to the team (and removing the tag when unassigned), this adds unnecessary complexity, maintenance effort, and potential risk of incorrect tagging.
We would like to request that Zendesk increase the maximum number of values allowed in dashboard restrictions — or ideally remove the limit entirely — to support more flexible and scalable use cases.
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Severity:
High – This limitation blocks our ability to consolidate dashboards as planned and introduces extra maintenance efforts, impacting reporting scalability and user experience.
Accepted
Increase or remove the 20-value limit in dashboard restrictions (new Explore dashboard builder)
+1 on this topic!
There are so many use cases I am ready to roll out utilizing what is a great feature but a limit of 20 selections of an attribute value restricts those considerably.
My most pressing one revolves around customer base with elevated support levels. As part of this package we share dashboarding with some of our large clients. Some of these are large groups consisting of 50+ organizations. I was hoping to manage access of this data via custom attributes allowing a single standard dashboard to service multiple of these large clients.
Without this I am stuck making a custom for each of this type of customer, which is time consuming and a headache when we want to update this reporting.
- Product Manager
Hey, thanks for your feedback. The 20 value limit is in place for performance reasons.
@Juliane, If you are setting the dashboard restriction for the agent groups, can you use the "Based on viewer" value instead of selecting the specific groups? In this way, users' groups will be selected automatically.
@James, in your case, you mentioned you want to introduce a custom field that will be used to categorise the organisations. So, you will need to select one or a few values of this field to set the restriction, right? So, there will be no need to select more than 20 values because each value will cover multiple orgs.
@Juliane, If you are setting the dashboard restriction for the agent groups, can you use the "Based on viewer" value instead of selecting the specific groups? In this way, users' groups will be selected automatically.
@James, in your case, you mentioned you want to introduce a custom field that will be used to categorise the organisations. So, you will need to select one or a few values of this field to set the restriction, right? So, there will be no need to select more than 20 values because each value will cover multiple orgs.
Thanks for your response, @eugene13!
Unfortunately, using the based on viewer option isn’t suitable in our case. We’re building a shared dashboard for managers who oversee more than one area of responsibility, and many of them are members of multiple ticket groups. If we use “based on viewer,” they would only see data tied to their own group memberships, which defeats the purpose of allowing them to toggle between different views.
To support this use case, we need to define restrictions by specific ticket groups, so that each manager can manually switch between the relevant views using dashboard restrictions. If the 20-value limit can’t be increased or removed, we’ll consider consolidating our ticket groups—something that was already on our roadmap—before applying the restrictions.
Appreciate your input and the helpful suggestion!
- Product Manager
Hi Juliane,
We can't remove this limit, but let's investigate if we can slightly increase it. Which limit would suit your use case?
We can't remove this limit, but let's investigate if we can slightly increase it. Which limit would suit your use case?
Thanks, Eugene! That’s helpful context.
We’ve reviewed our setup, and a limit of 30 values would definitely cover our current needs and provide a bit of flexibility for the future. Increasing the threshold from 20 to 30 would allow us to continue with our plan to consolidate dashboards using group-based restrictions without needing to implement workarounds or split the dashboard by audience.
Appreciate your support and consideration!
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Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!