Explore dashboards are migrated: What you need to know (and do) now
Zendesk is fundamentally changing its Explore Dashboard Builder. What looks like a routine update actually involves structural changes that affect your entire reporting. And although the migration is partly automatic, there are enough aspects that deserve your full attention.
In this article you will find out:
1. What will change with the new Dashboard Builder
Zendesk is replacing the previous Dashboard Builder with a completely revised version. The new dashboard builder replaces the classic builder that was previously used to create and share dashboards in Explore. The changes go beyond a mere interface renewal and affect the way dashboards are created, shared and used.
Important to know:
- Predefined dashboards are included in Explore, can be used immediately and are migrated automatically. But beware: shared views and schedules must be recreated.
- Customized dashboards (self-created or modified) must be actively migrated – using the import program provided by Zendesk.
The most important new features at a glance:
Granular sharing options
You can now precisely control which roles or user groups have access to certain dashboards or even individual data levels. For example, team leaders can view team-wide metrics, while agents can only see their individual performance data. Duplicating entire dashboards to adapt the content to your user group is therefore no longer necessary.
Create new dashboards more easily
Templates help you create dashboards with predefined reports and filters based on proven best practices.
Optimized interface
The new UI is faster and more intuitive, especially for users who don’t work with Explore on a daily basis.
2. The migration schedule: Deadlines you should know
Zendesk is rolling out the migration in stages, starting on July 1, 2025. The specific dates may vary depending on the account, but the basic deadlines apply to all customers.
| Deadline | What happens | What you should keep in mind |
|---|---|---|
| From July 2025 | Automatic migration of prebuilt dashboards | Zendesk will migrate the standard dashboards automatically. You don't need to take action, but please note that all shares and external links will need to be reconfigured. |
| Until February 2026 | End of editing option for old dashboards | Your custom dashboards will become read-only. You can still view them, but changes will only be possible using the new builder. |
| From June 2026 | Complete deactivation | All dashboards that haven't been migrated will be disabled. Access and data integration will no longer be possible. |
3. Common problems
Many companies have built individual dashboards based on specific KPIs, historical workarounds or area-specific data. The following problems often occur during migration:
- Logic breaks with filters: reports based on older aggregation methods or user-defined attributes may deliver different results in the new system or may not work in some cases. This particularly affects dashboards with complex filter combinations that have evolved over the years – for example, if several filters take effect simultaneously or interact with each other in an unplanned manner.
- Authorizations need to be reconfigured: The revised sharing system requires a reconfiguration of access rights. Without this step, teams may lose access to important reports – a problem that is often only noticed after the migration.
- Problems with filter combinations with multiple datasets: Dashboards can combine reports from different datasets. This can lead to unexpected side effects – especially if global filters are applied across the board.
- Invalid external links: Dashboard URLs change during migration. Links in documentation, email signatures or other systems must be updated manually.
4. Migration as an opportunity
The migration to the new Explore dashboards is not just a technical change, it is also an opportunity to systematically rethink and improve your reporting:
Declutter: Which dashboards are actually being used? An honest inventory often shows that many reports are rarely used or not used at all. You should then consciously leave these behind.
Organize: Where do queries regularly arise? Reports that frequently trigger queries are usually too complex or misleading. Migration is a good time for a revision.
Standardize: Are there inconsistent metrics between teams? If different areas define or calculate the same KPIs differently, you should take this opportunity to standardize them.
Simplify: Are the reports self-explanatory? Dashboards that require extensive explanations defeat their purpose and can almost become both simpler and better.
Our recommendation: Use the migration as an opportunity for conscious consolidation. Dashboards that no longer have a clear benefit should not be taken along, others should be thoroughly checked and others added.
5. How Leafworks supports you
We accompany you through the entire migration process – from analysis to optimization.
🔍 Free Quick Audit (max. 30 minutes)
A short check-in call to review your active dashboards. Together, we’ll analyze:
- Which dashboards are you currently using?
- Which can be migrated – and which cannot?
- What structural improvements or simplifications are possible?
Afterwards, we’ll gladly provide a customized offer for implementation – for example:
⚙️ Migration
- Transfer of existing reports into the new builder
- Adjustment of visualizations and calculation logic
- Test sessions and validation with your team
📊 Optimization
- Reduction of redundancy
- Development of role-based dashboard templates
- Smart use of new features like filter groups
🎓 Training & Docs
- Training sessions for teams and admins
- Best practices for dashboard design & sharing
- Clear documentation for daily use
Why you should take action now
Starting the migration early has several advantages: You can think through the changeover, design it at your own pace, have more time for testing and optimization, and can react calmly in the event of complications. On the other hand, if you wait until shortly before the deadlines, you have to work under time pressure and have less room for well thought-out improvements. In addition to the technical move, the switch to the new Zendesk Explore Dashboard Builder is also a very good opportunity to review your reporting and put it on a solid foundation. We will be happy to support you!
