Managing your customer lists

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  • Steven Yan

    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.

  • Keith @ Zendesk

    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.


  • Olivia Frucci


    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?

  • Jessie Schutz
    Zendesk Team Member

    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!

  • Lauren R

    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.


  • Graeme Carmichael
    Community Moderator


    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. 

  • John L.


    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.

  • Sharie Salilaguia
    Zendesk Customer Advocate

    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.

  • John Barnaby

    Hey John. Proactive Campaigns allows using an "OR" condition.

  • Samantha Newman

    We have customer lists and NPS in our subscription but I do not see the symbol in our sidebar. 

  • Brett Bowser
    Zendesk Community Team

    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.


  • Jiri Kanicky

    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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