Announcing new features for real time monitoring dashboards

Announced on | Rollout starts | Rollout ends
March 4, 2026 | March 4, 2026 | April, 2026

We're excited to announce new reports, filters, and visualizations for the real time monitoring dashboards.

This announcement answers the following questions:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

We've added the following new features to the real time monitoring incoming tickets dashboard:

Tickets in standard queue and Tickets in custom queue tabs: New SLA reports that display SLA status for tickets in your standard and custom queues. You can view tickets by channel and status.

Incoming tickets by brand and incoming tickets by group tabs: New SLA reports that display SLA status for tickets in your standard and custom queues. You can view tickets by brand and group.

Percentile visualizations: You can now track time trends in standard and custom queues by comparing time-in-queue against the percentile of tickets.

We've added the following new features to the real time monitoring ticket progress dashboard:

Ticket progress queue filter: You can now filter ticket progress by a ticket’s most recent queue. This helps you view tickets by source and better follow the ticket lifecycle.

Display inactive values in ticket progress filters: You can now filter ticket progress dashboards to include groups and brands even when they have no active tickets. This helps customers identify brands and groups with no current work and proactively intervene by assigning more work if needed.

Why is Zendesk making this change?

We are always working on new features and functionality to make the real time monitoring dashboards even more useful for you. Don't forget to take a look at our roadmap to learn about what's coming, and please let us know if you have any feedback.

What do I need to do?

The updates will be automatically rolled out to your account, and you don't need to take any action. See About real time monitoring dashboards to learn more about them.

If you have feedback or questions about 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.