How can I see a list of all the agents on my account?

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11 Comments

  • Jim Aycock
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    This shows all agents including light agents.  I need a list of licensed full support agents only. 

    3
  • Jessie Schutz
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    Hi Jim!

    In the same area where you'd click Agents to see all agents, you'll also see a link for Roles. That'll pull up a list of the various roles in your Zendesk. Just click on Light Agents and you'll see the list!

    1
  • Jim Aycock
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    I want to see a list of Agents which excludes Light Agents. 

    I must be missing something here.  When i navigate to Admin > Manage > People > Agents, I don't have Roles.

    We have lots of light agents and they are all grouped in with full Agents. 

    We are using Support Professional.  

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  • Jessie Schutz
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    Hi Jim!

    I should have asked at the beginning whether you were on Professional or Enterprise. Custom roles aren't part of the Light Agent add-on for Professional. Sorry for the mislead. :(

    The only other thing I can think of would be to update your Light Agent profiles with a user tag (ie light_agent). Then you can just search that tag and it'll pull up all the users with that tag or, if you have the Customer Lists add-on, you can create a user list using the tag. If you have too many Light Agents to update manually, you can do a bulk update instead.

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  • Jim Aycock
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    I only want to see a list of my Full Agents.  

    Full Agents are people who are licensed for Support.  Full Agents are not Light Agents.  Every list I have found shows Full and Light Combined.  We have lots of Light Agents.  

     

    1
  • Nicole - Community Manager
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    Could you do what Jessie suggested, but for your full agents? i.e. update your full Agent profiles with a user tag that you could then search on? 

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  • Lisa S
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    Hello,

    Is it possible to see each agent's numerical account ID somewhere?

    Thanks,

    Lisa 

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  • Graeme Carmichael
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    Lisa

    You can see an agent's numerical account:

    • As part of the URL when viewing the agent

    • On a customer list under the column  User ID
    • Using a GoodData report

     

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  • Lisa S
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    Thank you, Graeme!

     

    0
  • Craig Bailey
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    I also can't emphasize enough that I need reports with ONLY full paid agents (tax reasons in various jurisdictions). NOT light agents. And I shouldn't have to tag what I *don't* want in a report. I have too many of those to deal with. 

    It seems silly that that option isn't present when you clearly have to select the role for the user, but it's not available in any of the reporting. That should be trivial for the ZD side to add.

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  • Nicole - Community Manager
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    Hey Craig -

    That would be great feedback to share with our product managers in the Support Product Feedback topic

    Here's information on how to write an effective feedback post.

    0

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