Explore recipe: Displaying organizations with no users

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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? 

     

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  • Gab Guinto
    Zendesk Customer Care

    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!

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  • Heather Rommel
    Community Moderator
    Zendesk Luminary
    The Product Manager Whisperer - 2021

    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?

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  • Julio H
    Zendesk Customer Care
    Hi Heather,
     
    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. 
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  • 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!

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