Filtering Dashboards by Specific Groups and Channels in Zendesk

Introduction

This guide explains how to filter your Zendesk dashboards by specific groups and channels to better isolate and report on your customer service metrics. Leveraging these filters helps you gain insights into ticket volumes and agent performance by segmenting data, ultimately enhancing operational efficiency and decision-making.

Filtering Dashboards by Groups

To focus your reporting on tickets associated with a particular group, you can apply a ticket tag filter to your master dashboard. This process involves adding the relevant tag associated with the group, such as "woolworths," to isolate tickets.

Here’s how to do it:

1. Open your master dashboard in Zendesk Explore.
2. Locate the filter panel, typically found at the top or side of your dashboard.
3. Add a filter for ticket tags and enter the specific tag representing the group you want to isolate, e.g., "woolworths."
4. Apply the filter to update the dashboard, displaying statistics only for tickets with that tag.

Separating Stats by Channel

To view performance metrics for each communication channel, such as webchats and WhatsApp, ensure your dashboard includes filters for department split and channel selection. These filters allow you to segment data easily and analyze channel-specific trends.

If these filters are not visible on your dashboard, you can restore them by following these steps:

1. Enter the dashboard editing mode.
2. Access the filter customization panel.
3. Add or enable filters for “Department” and “Channel.”
4. Save your changes and exit editing mode.

Once these filters are in place, you can select individual channels to pull targeted statistics, helping your team better understand customer engagement across different platforms.

Additional Tips and Best Practices

• Maintain consistent and descriptive ticket tagging to ensure accurate filtering.
• Regularly review and update your filters to align with evolving team structures and channel usage.
• Combine group and channel filters for granular insights, such as viewing all WhatsApp tickets handled by a specific group.
• Utilize Zendesk Explore’s custom reports to create dashboards tailored to your business needs.

Need Additional Help?

If you require assistance with setting up or optimizing your Zendesk dashboards and filters, the CX Experts team is here to help. We specialise in Zendesk implementation and optimization, ensuring your platform delivers actionable insights and maximizes productivity.

Contact our support team at [Insert contact information] or visit our help center at [Insert URL] to learn more.