You can create customer lists to define a segment of your users based on a set of criteria.
Admins can manage shared and personal customer lists. Agents can manage personal customer lists only. Agents in Custom agent roles might also be able to manage shared lists, depending on their permissions.
This article contains the following sections:Activating and deactivating customer lists
Customer lists are active by default. If you decide that you no longer need a customer list you can either delete it or deactivate it. Deleting it of course means that it's gone and can't be retrieved. You can instead deactivate customer lists.
Active and inactive customer lists are grouped accordingly on the Customer Lists page. You can reactivate an inactive customer list if needed.
- Click the Customer Lists icon (
) in the sidebar.
- Click Customer Lists in the top toolbar, then select Manage lists.
- (Admins and agents with permission to create shared lists) If you want to activate or deactivate a personal list, click Personal to see your personal customer lists. Otherwise, you see your shared customer lists.
- Hover your mouse over the name of the customer list you want to activate or deactivate, then select Activate or Deactivate.
The list moves to the active or inactive section depending on the action you selected.
- Click Close.
Changing the order of your customer lists
You can reorder the list of customer lists that appears on the Customer Lists page.
Admins and agents with permission to create shared customer lists can reorder their own views and all shared views. Agents can reorder their personal views only.
- Click the Customer Lists icon (
) in the sidebar.
- Click Customer Lists in the top toolbar, then select Manage lists.
- (Admins and agents with permission to create shared customer lists) If you want to reorder personal lists, click Personal to see your personal customer lists. Otherwise, you see your shared customer lists.
- Click the name of the customer list you'd like to move, then drag it to a new position.
The customer list appear in the new order. You cannot drag an active list to the inactive list.
- Repeat if you'd like to move another customer list to a new position.
- Click Close.
Deleting customer lists
You can delete customer lists that you no longer need. Deleted customer lists cannot be recovered.
- Click the Customer Lists icon (
) in the sidebar.
- Click Customer Lists in the top toolbar, then select Manage lists.
- (Admins and agents with permission to create shared customer lists) If you want to delete a personal list, click Personal to see your personal customer lists. Otherwise, you see your shared customer lists.
- Hover your mouse over the name of the customer list you want to delete, then select Delete.
Note: If you don't see the delete option, make the customer list inactive first. You cannot delete active customer lists from the Manage lists dialog box. You can delete an active customer list when you edit the customer list, by clicking the customer list name at the top of the list, then clicking Delete.
The customer list is removed from the list. It cannot be recovered after it is deleted.
- Click Close.
12 Comments
Hi Marissa, we don't have this capability yet, but this is the most requested feature for customer lists by far. I do not have a timeline for when this will be implemented but we are listening to this feedback.
Hey Marissa,
I just wanted to add to this thread and your question here. If I'm understanding your question right, you can still make your Customer List based off the Organization alone and it will still pull in the End Users from that Organization, whether they share the same Tags or not.
I hope that helps! If you require any other assistance, please let us know.
Thanks!
Hi,
We want to use customer lists with mail chimp and we have the enterprise add-on but don't have the "customer list" feature on our menu bar. Are there instructions on how to activate that?
Hey Olivia!
Sorry for the delayed response here! I see that you were able to get assistance with this in a ticket but for anybody else who might be wondering, your Account Manager can assist you with getting add-ons like Customer Lists added to your account. You can just contact our Support team and they'll get you in touch with the right person!
Hello. Can you run reports in insights based on these list tags? For example, we want to see how many tickets were requested by everyone in list A and compare to everyone in list B, to help determine which users need more outreach and proactive training. Perhaps list A came from a conference and list B came from referrals, and comparing their ticket volume would be helpful intelligence. Thank you.
Lauren
Unfortunately customer lists are not available in Insights.
But you can use custom user fields and custom organisation fields to tag tickets. So you may be able to isolate different customers that way and reflect the different customers in your reporting.
Hello!
Is it possible to have an 'OR' condition for the customer lists?
I am trying to have a single view so that I can see who has an agent account and there are three different roles; Staff, Team Leaders, Administrators. When I add multiple filters it does an 'AND' on them and I am unable to see where I can specify to return any user with any one of those roles.
Hi John,
Customer lists define a segment of your users in Zendesk based on a set of criteria.
Unfortunately, the condition of 'OR' is a feature not yet supported at the moment. 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. We really apologize for this current limitation on the Customer List.
Hey John. Proactive Campaigns allows using an "OR" condition.
We have customer lists and NPS in our subscription but I do not see the symbol in our sidebar.
Hey Samantha,
As far as I can tell this feature is not enabled on your account. You may want to contact your Account Executive to confirm what features are available with your subscription.
Let me know if you're unsure who to contact and I can create a ticket on your behalf and pass it over.
Cheers!
This should be standard feature. This is the reason why we are leaving Zendesk. Zendesk does not have standard admin tools. For example it is normal to be asked for a list of agents in Zendesk. Unfortunately, there is no way to get it. JSON format is for programmers. I cannot send a JSON format to my manager.
Zendesk Product Management does not understand the basics customers need. Zendesk is the worst ticketing system. I don't understand how someone can purchase Zendesk over Jira Service Desk. Jira provides it all in much better package. Thanks god we are leaving Zendesk soon. I would not recommend Zendesk to anyone, because there are better tools for similar price.
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