Customer lists define a segment of your users based on a set of criteria. Customer lists are similar to views for tickets in that they enable you to create a list based on system attributes, tags, and custom fields. In this case, the list is a group of users instead of a group of tickets.
You can use customer lists to learn about segments of your customer base. Here are some ways you might want to segment users:
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Entitlements Create separate customer lists for each plan type you offer, based on a custom field for subscription type or plan.
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Online retailers Create lists of customers according to their purchase history or preferences, based on custom fields.
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E-Commerce Create a list of customers based on their subscription start date or trial expiration date.
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Gaming companies Create customer lists to identify big spenders and active gamers, based on the customer's online activity.
You can do more analysis by exporting customer lists as CSV files. Or you can install apps to send emails campaigns or surveys to a customer list.
Admins can create shared and personal customer lists. Agents can create only personal customer lists. Agents in custom roles might also be able to create shared lists, depending on their permissions.
This article contains the following sections:
Related article:
Creating a customer list
You create a customer list by applying filters to determine which customers are included in the list.
Administrators can create shared customer lists (available to all agents or available to one group) or they can create personal lists (available only to themselves). Agents can create only personal lists for their own use.
- Click the Customer Lists icon (
) in the sidebar.
- Click Customer Lists in the top toolbar, then select Create a list.
- Enter a Title for your list.
- (Admins and agents with permission to create shared customer lists) Select a Visibility option to determine who can see this list.
- All agents This list is available to all agents.
- Me only This list is only available to the admin or agent who creates the list.
- Group This list is available to the selected group. You can select one group only.
Agents do not set a visibility option because they can create only personal lists for themselves. They cannot create shared lists.
- Click in the box beside Filters, then select a condition, an operator, and a value to define this collection of users.
Conditions include system attributes, tags, and custom user fields. For more information about filters, see Building condition statements for customer list filtersBuilding condition statements for customer list filters.
- If you want to add another filter, click Add new filter.
- Click Save to create the list or click Preview to see the list before you create it.
You can also click Cancel if you don't want to create the list.
- If you clicked Preview, click Save or Cancel in the upper-right corner of the list preview to either create or cancel the list.
Your customer list appears.Note: If you have more than 100,000 total users you will not see a complete list of matched users in your customer lists. Instead, you will see a sample of users that match the customer list. Admins can export a customer list of up to 100,000 users in size by selecting Export as CSV to see the entire list in the message that appears in sampled lists.
Building condition statements for customer list filters
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Plan type is premium
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Created after 01/01/2013
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Organization is ABC Company
The conditions for customer list filters include the system attributes, tags, and custom user fields. The operators and condition values vary depending on the selected condition.
Condition | Description |
---|---|
Name | The user's full name. |
Organization | The user's organization name. |
Tags | Tags that have been added to the user's profile. |
Language | The user's language preference. |
Role | The user's role (for example, end-user, agent, a custom role, and so on). |
Created | The date the user was added. |
Last login | The date the user last logged in. |
Custom user fields | Custom user fields that have been created. |
Viewing your customer lists
You can access all of your customer lists, both shared and personal lists, in one place.
- Click the Customer Lists icon (
) in the sidebar, then select a customer list.
In the left pane you see your customer lists, with shared lists first and personal lists below that in the Your lists section. In the right pane you see the selected customer list.
Editing a customer list
After you create a customer list, you can edit the title, who it's available to (all agents, a specific group, or just you), and the filters that define the customer list.
If you want to change the way information is presented in the customer list, including the user information that appears in columns, the sorting, or the grouping of customers, see Modifying the columns in a customer list.
- Click the Customer Lists icon (
) in the sidebar, then select a customer list.
- At the top of the customer list, click the name of the list.
- Make changes as necessary to the Title, Visibility, or Filters for the list.
Note: Only administrators and agents with permission to create shared customer lists can change visibility.
Your list automatically updates as you make changes, but your changes are not saved yet.
- Click Save at the top-right side of the customer list to save your changes.
Alternatively, click Cancel if you don't want to save your changes.
Modifying the columns in a customer list
After you set up a customer list, you can modify the information that appears in the list for each user. You can also change the way the information is presented, including the sorting and grouping of users.
If you want to edit the customer list, including the title, visibility, and filters, see Editing a customer list.
To add or remove columns in a customer list
- Click the Customer Lists icon (
) in the sidebar, then select a customer list.
- Click the List controls icon (
) on the right side of the column headers row.
- If you want to remove a column, hover your mouse over the name of the column, then click the X.
You can remove multiple columns. Your list updates as you remove columns, but the changes are not saved yet.
- If you want to add a column, click Add columns, then select the names of the columns you want to add.
You can select multiple columns. Your list updates as you add columns, but the changes are not saved yet.
- Click Save at the top-right side of the customer list to save your changes.
Alternatively, click Cancel if you don't want to save your changes.
To change how users are grouped in a customer list
- Open a customer list, then click the List controls icon (
) on the right side of the column headers row.
- Click the Group by drop-down list, then select customer information you'd like to use to group customers in the list.
Your list automatically updates, but your changes are not saved yet.
- Click Save at the top-right side of the customer list to save your grouping.
Alternatively, click Cancel if you don't want to save your changes.
To change the sorting and ordering for a customer list
- Open a customer list, then click the List controls icon (
) on the right side of the column headers row.
- Click the Order by drop-down list, then select customer information you'd like to use to order your list.
Your list automatically updates, but your changes are not saved yet.
- If you want to reverse the sorting, click Sort above the drop-down list.
- Click Save at the top-right side of the customer list to save your ordering.
Alternatively, click Cancel if you don't want to save your changes.
Exporting a customer list to a CSV file
All administrators can, by default, export customer lists as CSV files. Any agent assigned a custom role with permission to add and edit personal, group, and global customer lists can export these lists as well.
When you request a file, you will be notified via email when it's ready. You can download a zip file containing the CSV file. The download link is valid for at least three days.
- Click the Customer Lists icon (
) in the sidebar, then select the customer list you'd like to export.
- Make sure your customer list includes all the columns that you want to export.
To add or remove columns, see Modifying the columns in a customer list.
- Click Export as CSV in the upper-right corner of the customer list.
You are notified via email when the file is ready.
- Click the link in your email notification to download the zip file containing your CSV file.
The download link is valid for at least 3 days.
Using customer lists for email campaigns and surveys
- MailChimp Campaign enables you to send email campaigns to a targeted customer list and proactively communicate or follow up with your customers.
- SurveyMonkey Create enables you to send surveys to a targeted customer list to gather valuable feedback and ideas for your team and business.
Admins can install apps in Zendesk Support. Agents can use the apps to create email campaigns or surveys for customers in a customer list.
- Click the Admin icon (
) in the sidebar, then select Apps > Browse.
- Find the MailChimp Campaign app or the SurveyMonkey Create app, then click the title of the app.
- On the app page, click Install app in the upper-right corner.
- Click the icon in the sidebar for the MailChimp Campaign app or the SurveyMonkey Create app.
- Enter a name for your email campaign or survey.
- Select an existing customer list or click Add a new customer list to create a new list.
- Complete the other information for your campaign or survey.
- Click Continue.
- Complete and send the email campaign or survey in MailChimp or SurveyMonkey.
61 Comments
Hi Team,
I would like to understand more about how custom list are generated.
I have created custom report for Staff & Staff with Reporting for All agent as a filter.
From the Custom Report I have these Data
Zendesk shows these Data
We can see there is difference in # of Agents from Report to that on Zendesk Roles.
Please help me to understand why differences has raised.
Let me know if any more details are required
Customer lists always exclude suspended users. So, if you have any Agent that is suspended, they will not be displayed in your customer list.
Also, when you restrict a customer list with:
this will not show any Administrators. So, you really need a separate customer list for Administrators.
Hi Graeme,
Cool, that's helpful to know why there is difference.
How can we pull suspended those excluded suspend users List?
Actually we need to identify Suspended users also.
Thank you
Unfortunately, GoodData does not record whether a user is suspended.
In Zendesk, you can use this tip for listing suspended users.
any luck to find out Staff, Staff with Report &Light suspended users ?
We can view only suspended end users.
Hi Bharat!
I'm not sure I understand what you're asking; can you go into a little more detail?
Hi Jennifer,
I just installed the Survey Monkey app but when I click the icon in the side bar I get the message "The customer lists feature is required for this app. This feature is available as a Professional or Enterprise Add-on."
Our HR department uses Survey Monkey for internal surveys and I had one of the specialists login with their credentials to authenticate.
Can you please let me know what I need to do to use the Survey Monkey app with Zendesk?
Thanks
Hey Deidre -
You would need to purchase the Customer Lists add-on in order to have it integrate - the app won't work without it. This is required so that Survey Monkey can get the user data it needs in order to connect everything up.
For pricing and purchasing information, you'll have to contact our Sales team.
It would be really good to be able to create a list of users that have been updated in the last # of days. If anyone has a workaround for getting this information, please, could you help a girl out :)
Hey Charlie -
When you say users that have been updated, do you mean that some of their contact info has changed? or that they have submitted or made a comment on a ticket? What form of update are you looking to track ?
Hello Nicole,
Thanks for coming back to me. I mean the user fields within a user's information or their personal information. Nothing in relation to tickets. I know we can create custom lists of users, but it seems to only be for users created. We have a scenario where we need to ensure any changes to customers can be captured and fed back to our client.
Hey Charlie!
There isn't anything native that will provide this information, but you should be able to pull it out using the API!
Hi Jessie,
Thank you for coming back to me on this. We'll have a look at using the API in that case.
Hey. I am planning to make an Server side app which fetches all Customer Lists and sends mass emails to all customers in a list. I couldn't find a proper API documentation to get Customer Lists. Some help would be appreciated!
Hello,
I'm trying to download a list of agent accounts with their Alias using the Customer Lists. However, there isn't an option to export the alias as mentioned in this article.
https://support.zendesk.com/hc/en-us/articles/203662016-Adding-an-agent-alias-Plus-and-Enterprise-
Is it possible to access these customer lists trough the api?
we use a customer list of inactive agents (not logged for 3 months) which I would like to access the data from.
thanks!
Hi,
I am unable to see this in my Zendesk domain and our account is an Enterprise.
Chee
Hi Chee,
Customer Lists is an add-on feature that will need to be purchased on both Professional and Enterprise plans. If this is something you're interested in, you'll want to reach out to your Account Executive to discuss further. If you're unsure who that is, let me know so I can get a ticket created on your behalf and passed over to the appropriate team :)
Cheers!
How do I get the add-on to create customer lists?
Hey Stassa,
You would want to get in contact with your Account Manager and they would be able to get you set up with this add-on. If you're unsure who your Account Manager is and I can create a ticket on your behalf :)
Cheers!
done and ordering. thank you :)
What is the add-on I should be looking for to access this functionality? We have Enterprise license, but not the icon shown at the top of the article, nor is there any guidance about the add-on required. I need to see the last login for our agents - how do I get to this info?
Hi Ginger,
This is the Customer Lists add-on you're referring to. If you're looking for more information on this add-on I can get you in contact with your Account Manager so they can discuss this further with you.
Let me know!
Please bring customer lists to the mobile app so we can view them!
Can I add a filter for Tag does not contain "tagname"?
The only operator I see for Tag is "contain", but this does not give me the data I need.
Thank you!
Hey Amy,
Apologies for the delayed response! As it turns out, when using the Tag filter you can only whether a user contains a specific tag.
Let us know if you have any other questions :)
I don't know why my account manager is would like to find our what it takes to get this add-on added as we have the professional version. How can I find out or contact someone about this?
Regards
Hello Ty Angell,
I reached out to your account manager, and you should hear back from them relatively soon. They would be one to discuss upgrades to your account, such as this add-on.
Best regards.
Hi there, apologies if this has been asked before, but is there any way to define a customer list based on data held about the Organization that the customer belongs to?
For example, in our setup it is the Organization that is (e.g) VIP rather than the particular individual. If I want to create a list of VIP customers, I need to filter based on whether their Organization has that VIP flag set (not them individually).
So far I've only found the option to filter for 1 or more specific organizations, rather than all organisations with a particular attribute.
Is this possible with Customer Lists? Or perhaps via another means?
Thanks!
There is a field called "Last Seen" which you do not define here - can you tell me what it means?

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