My agents are missing the reporting button in Zendesk Support. Why? Follow

Question

Why are my agents are missing the reporting button in Zendesk Support?

Answer

Professional: 

If you find agents do not have the reporting button, it is likely related to ticket access set in their agent profile. Having access set to "Tickets in agent's group" does not allow access to Reporting because reporting does not filter based on user permissions and includes all tickets. 

Enterprise: 

If you find agents do not have the reporting button it is likely related to access permissions for their role. If you are on the Enterprise plan, you might be using custom roles. Therefore, first you will want to open the agent user profile to check their role.

Next, to access role settings, go to Admin settings > Manage > People > Roles and select Edit on the role in question. Scroll to the reporting permissions under Tools: What can this agent do with reports? and update as necessary to grant permission to the users in this role.

 

 

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