Question
Why do end users show in my assignee filter on my dashboard?
Answer
It is expected behavior for end users to show in your list of assignees when you add the Assignee name filter from the Support: Tickets [default] dataset to a dashboard. This is a product of the way the dataset is currently structured.
To ensure only agents appear in the Assignee name filter, you can do two different workarounds:
Add a hidden filter to the dashboard.
- Open Explore and click Dashboards (
). - Click the dashboard you want to filter and then click Edit.
- Click Add, then click Add data filter. Choose Assignee role from the list and click Apply. Ensure that Multiselection and Cascade prompts are selected.
- Click the Assignee role filter, tick Admin and Agent, then click Apply.
- Click the arrow drop-down on the filter, and choose Hide.
|
The filter is added to your Hidden widgets so it doesn't take up space on the dashboard. - Click Add, then click Add bookmark. Click the arrow drop-down on the filter, and choose Hide.
- Click Show hidden widgets to see the bookmark. Click the arrow drop-down on the bookmark, then Edit. Then click Create bookmark from current state and pin it to the dashboard.
- Click Show visible widgets to navigate back to the main dashboard. Click Add, then click Add data filter. Choose Assignee name from the list, tick Cascade prompts, and click Apply.
Moving forward only agents will appear in the Assignee name filter.
Create a custom attribute
- Access the Reports tab, click New report and select Support: Tickets [default] as the dataset.
- Click the Calculations icon (
) and select Standard calculated attribute. - Insert the formula below:
IF ([Assignee role]="Agent" OR [Assignee role]="Admin") THEN[Assignee name] ENDIF
- Click Save.
You can now add this newly created attribute in Columns, Rows, or Explosions to slice your data and only show the Agent and Admins from your account. This attribute is located in the top folder called Calculated attributes:
For more information about filtering dashboards, see the article: Interacting with dashboards.
24 Comments
+1
It's just such a faff typing in the full name of each assignee in order to find them. Feels like so much feedback on this from Explore users and yet we don't have ETA on this.
Was there any development on this lately, @Vincent Dollet @...?
Many thanks
Big +1 on this - with 250k end users (and growing) it also takes ages to even load to the point where we can select / exclude assignees
@... - if it even loads at all! I'm with you.
@... - Genius! That worked marvelously. Thank you!
Any updates on this in general? It seems like we're moving backwards from Insights with all of these manual workarounds.
It seems inherently logical that if I have filtered for one aspect such as Ticket Group, and I add a filter for Assignee that I only want to see relevant assignee's in that Ticket Group... this is what filters are for.
Insights had the option to tick "All results" or "Valid" - why on earth would this logic have been removed? it takes 10x as long to get anything done.
@... As much as I love Zendesk, I echo your feelings on this. There are so many things I've come across that just make no sense and has made reporting more difficult and lengthy.
I'm not one for griping in a community...or try not to be. In the case of Explore it's been difficult not to complain. I know their team worked hard on it, and it has great potential. It's just not there yet.
I kind of can't believe this is still an issue... we have over 100k users in our account but only 59 agents. This is such a tedious issue with Explore that wasn't one in Insights. It's really making it hard to like the new platform. Can we get any insight (no pun intended, RIP Insights though) from the ZD team on when this is going to be fixed? It's taking ages to get our reports setup correctly.
@... - Couldn't agree more. This, and lack of cascading filters is making Explore such a hassle. When I raised this they directed me to this workaround - https://support.zendesk.com/hc/en-us/articles/360022184334
But, of course with the current search functionality it will likely take you several hours to create a 'Set' out of your agents.
Somebody has heard my moaning recently, as I've been contacted and will have a feedback session with Product Managers from ZD
+1 to both comments. It's been an issue since Explore is available
@... tysm for your workaround 🙏🙏🙏🙏
In the chat environment, it doesn't work at all. What do i do wrong?
@... The Chat: Engagement dataset does not include an attribute named Assignee role and Assignee name. You'll want to swap Assignee role and Assignee name with Agent role and Agent name. That should resolve the issue for you. Full list of attributes & metrics available in the Chat dataset lives here.
Worked like magic, thank you!
The custom attribute work "kinda", it still don´t work a 100%, It filter the End-user away, but it still includes light agents.
We are 42 agent but 450 light agents, so its still a pain in the a..!!
Is there another workaround for this problem or?
Hi Lennart H Try this:
First, update your light agent profiles to include the tag light_agent, then amend your formula:
IF ([Assignee role] = "Agent" AND [Assignee tags] = NOT INCLUDES_ALL([Ticket tags], "light_agent") OR [Assignee role] = "Admin") THEN
[Assignee name]
ENDIF
Hi Brandon Tidd thank you, I'm not sure why, but it don´t work for me.
Now it filters all agents away, now it´s only shows admins.
IF ([Assignee role] = "Agent" AND [Assignee tags] = NOT INCLUDES_ALL([Ticket tags], "light_agent")
OR [Assignee role] = "Admin") THEN [Assignee name]
ENDIF
Hey Lennart H,
Sorry for that - let's try adding an additional set of parentheses around the first two conditions:
I could not get the above working with assignee tags. In case anyone is looking to specify specific agents then an alternative is to use the Agent IDs in an array:
IF IN([Assignee ID],ARRAY("user_id_1","user_id_2","user_id_3", etc..))THEN[Assignee name] ENDIF
What about Updates history Dataset ?
I don't any way to hide the end users.
With more than 8 Millions end users I let you imagine the pain for us !!
Come On Zendesk, this is just a small thing to improve !!
Can this just be fixed to work correctly? This has been an issue since Explore was launched and it's very frustrating that we're still being expected to make workarounds to use the product normally.
Hello
Does this trick works with Calls, or do we need to apply the same but with the Data set Talk and "call agent role" instead of "agent role"?
Thanks
Yes, this actually works as well with Talk Datasets. You will need to apply the same method and filter these attributes [Call agent role] and [Call agent name].
For reference, please see screenshot below:
I hope this helps. Thank you!
Hello Jessica,
I tried it but it doesn’t seem to work when multiple datasets are involved. I tried the first workaround by adding a filter with 'assignee role' but the 'assignee name' dropdown still includes end-user names. Could you suggest a solution for this?
I have answered on the ticket that you have opened with us. Please review my reply and we can continue the investigation on the ticket.
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