Reporting on user and organization data

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5 Comments

  • John Streeter

    Is there a way to add the Agent role to the report?

    Not Agent/Admin/end-user, but rather the internally-defined agent roles? 

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  • Candyce Thompson

    How do we add the Agent Role. I have pulled the Requester Role onto the report but it only shows Agent or Admin - I would expect to see the Roles as they have been defined in our environment.

     

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  • Gab Guinto
    Zendesk Customer Care

    Hi John, Hi Candyce,

    I'm afraid the default Role attributes are only able to identify if the user is an agent, admin or an end-user. Explore currently does not have the ability to pull the specific extended or custom role of agents. A workaround is to create a custom user field and fill it out with values that match the specific assigned role of users. The data from this field should then be imported to Explore under the Requester/user custom fields folder, and you'll be able to use this attribute in your reports.

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  • Martin Cubitt

    It would be really great to be able to report on the number of Organisations based on a time period.

    For example, I would like to compare new ticket growth with the growth in the number of customers we have in my last 12-month report by month. 

    It would also be great to be able to report each month on how many new tickets we get per customer we had during that month, ie new tickets / total orgs. 

    One problem is that although Zendesk has Organisation status, you can only add, edit or delete Orgs and not deactivate them. We wouldn't want to hard-delete an Org, we move it to a special Group - but this makes reporting hard to identify inactive orgs. If necessary we can add customer fields to Orgs for Date Started and Ended Support, but would rather ensure we can use this is in reporting before updating all Orgs.

     

     

     

     

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  • Thibaut Jahan
    Hi,
    Thanks for contacting Zendesk Support! My name is Thibaut and I'd be happy to assist you with this!

    First of all, I would like to sincerely apologise for the delay in getting back to you. We have been experiencing a high ticket volume the past few weeks, but we are doing our best to reach back out to our customers as soon as we can. Please, accept my apologies and thank you in advance for understanding!

    Closed tickets are locked, they cannot be reopened or updated in any way, unfortunately we won't be able to update your old tickets to cleanup your reports. 

    I understand this is not the answer you were hoping for, but this is something we will not be able to change in your account.

    Thank you for your understanding, 
    Kind regards, 
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