Announcing new features for real time monitoring dashboards

Announced on | Rollout starts | Rollout ends
April 7, 2026 | April 7, 2026 | April 7, 2026

We're excited to announce more new capabilities 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 dashboards:

Show empty rows

You can now choose to display empty brands, groups, and queues in your real time monitoring visualizations. A new “Show empty rows” toggle is available next to the filters.

When enabled, tables will include rows that currently have no active work or no work assigned, helping teams quickly identify which brands, groups, and queues are inactive, meaning that you can rebalance work more evenly.

30‑day data extension for recent history metrics

Real-time monitoring dashboards now support 30 days of data for recent-history metrics (previously seven days).

In the ticket progress data, the real-time KPIs now reflect tickets created over the last 30 days rather than the last seven days. This provides more detailed trend visibility and a more comprehensive view of active tickets over time.

Brand-level permissions

Real time monitoring dashboards now support brand-level permissions, allowing access to be restricted by brand so users only see data for the brands they’re permitted to view.

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.