Announcing the migration of Zendesk QA dashboards to a new platform

Announced on | Rollout starts | Rollout ends
September 9, 2025 | October 1, 2025 | December 31, 2025

We're excited to announce that several critical Zendesk QA dashboards will migrate to a new platform over the coming months, offering a more modern look and format.

This announcement includes the following topics:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

Over the coming months, several critical Zendesk QA dashboards will migrate to a new platform that offers a more modern look and format.

The rollout schedule is as follows:

Surveys dashboard: October

Disputes dashboard: October

Calibrations dashboard: December / January

What is changing for the Surveys dashboard?

New look and enhanced customization: The new Surveys dashboard will offer modern visualizations, robust filtering, and enhanced customization options.

Data refresh frequency: Instead of the current near real-time updates, the new dashboard will refresh data on a scheduled basis, either hourly or less frequently. This means that data may not appear immediately after survey responses are submitted.

Dashboard versions: Both manager and agent views continue to leverage role-based access controls, with managers seeing fully filtered data and agents limited to their individual results.

Features removed: Some real-time interaction features will no longer be available, including targets, the survey score user assignment parameter, chart date scaffolding, and the ability to pin dashboard snapshots and use dynamic titles that change based on filters.

Visualizations and export: Core visualization types such as tables, line charts, word clouds, and new options will be available. Export functionality and customer-specific customizations remain supported with some minor adjustments.

What is changing for the Disputes and Calibrations dashboards?

More detailed information will be shared prior to each dashboard migration. Follow this announcement for updates.

Why is Zendesk making this change?

This transition brings a modernized experience with improved visualizations, enhanced filtering options, and better customization capabilities.

These changes are designed to provide a more stable, secure, scalable, and flexible analytics experience that supports role-based access control and prepares the platform for future enhancements.

What do I need to do?

No action is required. The changes listed will be continuously rolled out to all customers. Follow this announcement for updates.

If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.