This Explore recipe shows you how to create a report that shows organizations you've created that don't contain any users. For more help with reporting on users and organizations, see Reporting on user and organization data.
What you'll need
Skill level: Easy
Time Required: 5 minutes
- Zendesk Explore Professional or Enterprise
- Editor or Admin permissions (see Giving agents access to Explore)
- Ticket, user, and organization data in Zendesk Support
How to create the report in Explore
- In Explore, click the reports (
) icon.
- In the Reports library, click New report.
- On the Select a dataset page, click Support > Support - Tickets, then click Start report. The report builder opens.
- Next, add your metrics, the things you want to measure; in this case, the number of users in your account. In the Metrics panel, click Add.
- From the list of metrics, choose Users and organizations > Users, then click Apply. Explore displays the total number of users in your account.
- Next, you'll create a standard calculated metric for organizations. Although Explore already includes this metric you need to modify it to ensure that its calculation doesn't interfere with the ticket metric you just added by enabling the "compute separately" function. In the calculations menu (
), under Metrics, click Standard calculated metric.
-
In the Standard calculated metric panel, give your new metric a name like "Organizations (computed separately)" and then paste or type the following formula:
IF ([Requester organization status]="Active")
THEN [Requester organization ID]
ENDIF - Ensure that Compute separately is enabled. For more information about this option, see Creating standard calculated metrics and attributes.
- When you are finished, click Save.
- In the Metrics panel of the report builder, click Add.
- From the list of metrics, choose Calculated metrics > Organizations (computed separately), then click Apply.
- Click the metric you just added and ensure that the aggregator for it is COUNT. Explore displays a table showing the number of users and organizations in your account.
- In the Rows panel, click Add.
- From the list of attributes, choose Requester organization > Requester organization name, then click Apply. Explore displays a table showing organization names and the number of users in each. You can sort the table by clicking the Users column heading to easily see organizations with no users.
Tip: You might see some deleted organization names in your table (with a value of 0 in the Organizations column). You can remove these from the report by configuring a metric filter on the Organizations (computed separately) metric that removes zero values.
5 comments
Grete Andersson
Hi
I tried this Explore recipe in an attempt to create a table that displays End Users with no (zero 0) tickets associated to them.
We have (soon had) that in Insight to be able to delete End Users where we have already deleted their tickets, due to GDPR regulations.
In the Standard calculated metric (Compute separately) I used:
IF ([Requester status]="Active")
THEN [Requester ID]
I did not get it to work. It only displayed End users down to 1 ticket associated to them. No one with zero tickets. Is this possible in Explore?
0
Gab Guinto
Hi Grete,
I'm afraid this is not possible. Since Explore is linked to ticket data, information on a user in Support can only be pulled up in reports if it's associated with a ticket. If you need to export all the user data, then you may look at other options outside of Zendesk Explore, like exporting user data via API or through the native export options. Sorry about this, Grete.
Thanks!
0
Heather Rommel
For some reason, just doing this today to pull up Organizations with no users attached, and we aren't getting any Orgs listed that have 0 users. Per Gab's comment above me, is it because Explore can only see users that have tickets? I'm confused because literally this post is about creating a report with 0 users! How do we get that list?
0
Julio H
Thanks for your feedback.
I am afraid this is correct, the data is linked to ticket information as you can see in the formula:
IF ([Requester organization status]="Active")
THEN [Requester organization ID]
ENDIF
As a workaround, you can export organizations and review the ones without users, you might need a developer to extract and order the information.
I am sorry I was unable to find a better way to achieve this. I've marked this conversation as product feedback for review, which means that your input will be aggregated as a part of our Voice of the Customer program that provides customer feedback to our product development teams.
In addition, I encourage you to create a new post in the General Product Feedback topic in our community to engage with other users who have similar needs and discuss possible workarounds. Conversations with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.
Specific examples, details about impact, and how you currently handle things are helpful for our product teams to understand the full scope of the need when working on solutions. You may also want to review the Product feedback guidelines and how to write an effective feedback post [https://support.zendesk.com/hc/en-us/articles/4413820079386-Giving-Product-Feedback-at-Zendesk-].
We truly value customer feedback and your voice and votes in the forums help influence future Zendesk functionality.
Greetings.
0
Lloyd Norman
Hey Julio H and Rob Stack
Bit of a weird request my side but couldn't find in the support centre.
Essentially, I want to do the opposite of this (End users with no organisations) whilst also having the ability to rule out generic email domains (@gmail, @outlook, etc...)
Is there anyway I can do this?
For a bit of context, we have a sync that automatically forwards on accounts created within another system to ZD. Sometimes, this sync needs to be manually rejigged. I want to create this report in order to enable us to see which clients do not have Orgs applied so that we can run a manual sync for applicable org.
Many thanks!
0