Release 48 Notes: March 3, 2011

What's New in Release 48?

  • New GoodData for Zendesk template released! This new template takes advantage of twice the number of ticket fields than were available previously. Measure support performance with new fields such as Time to First Reply, Time to First Resolution, Number of Ticket Reopens and more. New support for Business Hours in Zendesk allows you to have customized business hour metrics for many of the new fields. New default out-of-the-box dashboards highlight some of the great analysis you can do with the new fields. On the backend, the new template uses a new data loading mechanism to drastically reduce sync times between GoodData and Zendesk!

 

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For more information on the updated GoodData for Zendesk, please see this forum post.

 

 

Other notable features:

  • We're constantly working on new data connectors to connect to your favorite web applications. Please stay tuned for more news about this in the weeks to come!
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Comments

  • Avatar
    Jake

    Is there a way to get these new default dashboards added to my GoodData for Zendesk site without overriding the existing dashboards I have setup? 

     

    Thanks,

    -Jake

  • Avatar
    Ray Light

    Hi Jake, There are two options here. First is to create a new project with your data to get the new dashboards. Then, you will need to re-create your older reports into the new project.

    The other alternative is to add the new fields in your current project, then build the reports from the new template into your existing project.

    Ideally, I think it best to do the first option, as the new template has a better data loading mechanism. If you have a lot of customizations in your existing project, let us know at support@gooddata.com and we can try to help you move existing reports into your new project.

  • Avatar
    Dave

    Hi Ray,

    I just set up a new project but I'm not seeing the new dashboards shown above. Can you take a peek into our account and see what I've done wrong?

    Thanks,

    Dave

  • Avatar
    Ray Light

    Hi Dave, I'm happy to look into this for you. Can you please send an email to support@gooddata.com with your GoodData username and project name?

    Also, can you tell us what is happening after setting up the sync between GoodData and Zendesk? The sync between the two services usually takes from a few minutes to much longer depending on the number of tickets in your Zendesk. Once the data is finally loaded, you should be able to log in to GoodData and view the dashboards. If something is amiss, please let us know what you are experiencing and we will investigate this.

  • Avatar
    Ray Light

    Hi Dave, Just one more note: The new dashboards appear in all newly created GoodData for Zendesk projects. If you want to get these dashboards, it's necessary to create a new project in GoodData (based on the Zendesk template) and then sync your Zendesk to the new project. Currently, there is no way to add the new dashboards into existing projects. Apologies for the inconvenience!

  • Avatar
    Dave

    Nevermind, I just made another new project and it worked this time. This is awesome! You guys continue to make my job easier :)

  • Avatar
    Charla Patterson

    We currently don't use Zendesk.  Are these templates available for use to use in our existing projects.

     

    Thanks Charla

  • Avatar
    Ray Light

    Hi Charla, These default templates are reports based on Zendesk data, so these default dashboards are only seen by GoodData for Zendesk users.

  • Avatar
    Ian Locke

    Hi Ray, can I export/port my custom reports over to my new project? Are you working on a tool that will help me do this?

    Thanks

  • Avatar
    Ray Light

    @Ian,

    I'm sorry, but currently have no way to transferring reports/dashboards from one project to another. This may sound simple, but it is actually a complicated problem, as the data model changes from project to project, as well as individual IDs for database objects. We do hope to have a mechanism for this, but at the moment I can't provide a reliable release date. 

    Apologies for the inconvenience.

  • Avatar
    Jamie Buck

    What would be really helpful with this particular awesome feature is if there was a way to add in line breaks to the titles for these. For instance, i have to keep mine really short so that I can display them close together, but sometimes a short title isn't as descriptive as it needs to be.

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