About the monthly account usage email Follow

Comments

15 comments

  • Avatar
    Yoav Brog

    Hi,

    I'm not the account owner, though I am an admin and I receive these emails.
    I'd still like to receive them, and I'd also like an additional colleague of mine to receive them. So if I set her as an admin will she get these as well?

    Thanks!

  • Avatar
    Brittany

    Hey Yoav!

    The emails are delivered to all admins. So if you upgrade another agent to an Admin status, they should also get these emails!

    Have a great day!

  • Avatar
    Stephanie

    If only these monthly usage emails did not include deleted/archived tickets. We had internal users submitting tickets for testing and on behalf of a customer to push to JIRA for prod + dev teams so "first (public) replies" were not used and impacted that metric significantly. We cleaned up the data and deleted those test tickets and others but those are still being captured in your monthly usage emails.

    When will you guys update your "native" reporting to only measure the tickets and ticket activity in our accounts? We created separate custom Insights reports for email distribution but they are ugly and not nearly as nice as the automated monthly usage emails. 

  • Avatar
    Emma

    Hi!

    Is this still a thing? 

    I haven't received one in a few months.

     

    Thanks!

     

  • Avatar
    Jennifer Rowe

    Hi Emma, 

    Yes, the monthly usage email still goes out. You can submit a ticket to our support team so we can look into why you haven't received your report and resend it if necessary.

    Thanks!

  • Avatar
    Daniel Petersson

    Hello!

    I receive these update-emails since I am an administrator.
    Is there any "easy" way to copy the layout if I want all my agents to receive the same email regarding their performance?

    Thank you!

  • Avatar
    Jessie - Community Manager

    Hey Daniel!

    I suppose the first question is, where is the performance data coming from? Are you pulling it out of Insights, or are you thinking of something else?

  • Avatar
    Daniel Petersson

    Hi!

    Insights/Gooddata I suppose.

    What I was thinking of was if there was a way to send the monthly account usage email to each individual agent but only based on their performance compared to last months performance (exactly like the email layout is today).

  • Avatar
    Jessie - Community Manager

    Hey Daniel!

    I think it would require creating a dashboard for each agent and setting them up to email to each agent. Depending on how many agents you have, this might not be feasible...

  • Avatar
    Daniel Petersson

    Yeah I was afraid of that, oh well then I know - thank you!

  • Avatar
    Dennis Killmer

    Hi, there. We would like all of our agents to receive this message and while it does not sound like this is currently possible, what can we do to make this happen?

    Thanks,

    Dennis

  • Avatar
    Jacob J Christensen (Edited )

    Hi Dennis,

    A few ideas come to mind, my recommendation would be the last.

    • Promote all your agents to admins (just kidding, seriously don't do that!)
    • Use Insights to recreate the reports in this email (you probably won't be able to get the benchmarking though)
    • Set up a rule in your mail client, like Outlook or gmail, to forward this mail to your users, maybe via a user group.
  • Avatar
    Dennis Killmer

    Thank you, Jacob! I can always setup a mail rule, but Zendesk makes it very easy to opt out of these messages and how difficult can it be to allow admins to add agents to this mailing list?

    Thanks again,

    Dennis

  • Avatar
    Jacob J Christensen

    Ah I see you're looking for it to be added as a product feature. In that case adding your idea as a Product feedback post is the way to go. Product managers monitor those posts and may follow up with you, if they see the value in adding it as a feature.
    The difficulty in adding it is probably not the deciding factor, many feature requests compete for attention and there are limited resources, so I recommend focusing on value when making your case.

  • Avatar
    Dennis Killmer

    Thank you!

Please sign in to leave a comment.

Powered by Zendesk