John Pollick

Thanks for your responses Nicole & Quinton. To clarify, are you saying that Good Data has functionality that can resolve the problem discussed in this thread? That is, it allows configuration for clients to run/export reports on their side, as needed?

Or is mention of Good Data just a "BTW" for another way to create reports generally & not a resolution to this thread?

Thanks again!

Hi Nicole & All,

I've posted here a couple times before, but only recently thought about the Marketplace as a possible solution. I haven't found an application yet that offers client-side reporting but I'm wondering...

• Is it possible that a Marketplace application might do what we're looking for here?
• Are you aware of an application I missed that has offers this feature?
• If client-side reports is not a feature on your development team's hit list, is it possible to ask a Zendesk partner about it?

I'm throwing Hail Mary's now as I've been asked to test-migrate all our tickets to a trial of the competitor service I mentioned in my post from a couple moths ago. I'd rather stay with Zendesk than move to the other software, but unfortunately the decision isn't mine.

So that unhappy message before a good one...

Thanks & Happy Thanks Giving!

John

Since I posted on 3/30/2018, even more of our clients are requesting or demanding this feature. Because of this, my manager is having clients try out a Zendesk competitor (I guess I shouldn't name that software here) which allows admins to create custom reports and make them available by Organization(s). The "shared" reports can then be run or export at any time by the client. 

Because this feature is in such high demand, clients are considering the switch in spite of the facts that 1) the competing software looks like it was written in the early 2000's 2) The competing software is far less user friendly, intuitive & less "brand-able" 3) clients will need to learn an entirely new ticket mgmt system 4) the competition's customer supports seems to be 2nd to Zendesk

Please keep this in mind when considering the priority you place on this new feature request

In my opinion, Zendesk is far better than this... well... downgrade that we are proposing to clients. However, this one feature could outweigh Zendesk's superiority in all other areas. I'm not sure if clients have given feedback to my mgmt yet, but when they do I'll share the info that I'm allowed to pass on.

Thanks!

John

Big +1 for this for this feature.

• What is the problem?: Clients cannot generate reports on their own support items  
• Why is it a problem?: One of our largest clients wants us to move to a different product that has this feature. About 1/2 of our clients have also requested this. Our client that have coordinating departments & need to communicate support tik statuses regularly cannot do so freely. We have the extra task of generating reports any time we are asked
• How do you solve the problem today?: I (an Admin) use Advanced Search to generate reports for clients as needed. Clients require fields available through Advanced Search. The output requires me to reformat each time I create a report 
• How would you ideally solve the problem?: Add feature that allows clients to generate Advanced-type, pre-formatted reports
• How big is the problem (business impact, frequency of impact, who is impacted): Huge impact. Not just an extra task on our side, but clients are recommending we move away from Zendesk so that they can have this feature