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Hi, We have a customer that needs to see the live performance from the custom dashboard. They want to get the SLA for tickets that come from Email but the Time Trend and SLA Metrics widget can only filter by Groups. Could we have a feature where the Widget from the Custom Dashboard can be filtered by sources.
Thanks.
Yes, it is possible to create a custom widget for your dashboard that allows filtering by sources such as email.
To create a custom widget that filters by source, you will need to use the Zendesk API to retrieve the data and then display it in the widget. You can use the API to filter tickets by source and then calculate the SLA for those tickets.
Here are the steps you can follow to create a custom widget:
Use the Zendesk API to retrieve the tickets that meet the criteria you want to filter by (in this case, email as the source).
Calculate the SLA for those tickets using the API or your own custom calculation.
Display the data in a widget on your custom dashboard.
Add the ability to filter the widget by source so that users can choose to view the data for tickets from email or other sources.
With this custom widget, your customer will be able to view live performance metrics for tickets from email, and you can customize the widget further based on their specific needs.
Yes, it is possible to create a custom widget for your dashboard that allows filtering by sources such as email.
To create a custom widget that filters by source, you will need to use the Zendesk API to retrieve the data and then display it in the widget. You can use the API to filter tickets by source and then calculate the SLA for those tickets.
Here are the steps you can follow to create a custom widget:
Use the Zendesk API to retrieve the tickets that meet the criteria you want to filter by (in this case, email as the source).
Calculate the SLA for those tickets using the API or your own custom calculation.
Display the data in a widget on your custom dashboard.
Add the ability to filter the widget by source so that users can choose to view the data for tickets from email or other sources.
With this custom widget, your customer will be able to view live performance metrics for tickets from email, and you can customize the widget further based on their specific needs.
If that still not helpful, you can visit here, https://famewide.com/
+4
Hi
Greetings from Freshworks Community!
Yes, the SLA metric and Time trends doesn’t allow filtering by Sources for now. However, you can use the following workaround to achieve this.
You can filter the widget based on Type so what you can do is, you can create new type values for different sources and have automations defined which assigns the specific type values for those specific sources. For eg, you can create two more type values as Emails, Facebook and can create an automation in such a way that if the source of the ticket is Email, type Email would be selected and the same for others.
Screenshot for reference:
Once done, you can filter the widget based on the type values to see the data in the Dashboard.
Another way is to use Analytics directly to achieve that. Since you would like to look at the SLA metrics based on source, using Analytics, you can define a metric that looks like this:
Since you’re grouping by Source, you will see the data spilt by source and this could help you as well :)
Feel free to drop a note in case of any queries.
Cheers!
Sudharshan TR
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