Reporting on user and organization data with Explore

Return to top

22 Comments

  • John

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

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

    0
  • Candyce Thompson (Left 17/02/2023)

    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.

     

    0
  • 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.

    0
  • 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.

     

     

     

     

    1
  • Thibaut
    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, 
    0
  • Justin Near

    Is it possible to also see users who have an organization as their second or third organization and not just their primary organization? We have many users with more than one organization.

    0
  • bill cicchetti

    Is there any reason we cannot report off the Group the group the users belong to? Currently when you report on a user's group its the group it looks at ticket history and the group the the user belonged to at the time of the ticket.  We have gone to a tiered support system so when I report on the user and group it will show multiple groups (since its looking at the ticket group not the current user group). One for each group they belonged to in the past and current.  I just simply want to see what their current assigned  group is as noted on the user profile.

    0
  • Gabriel
    Zendesk Customer Care
    Hello Justin! 

    Unfortunately, as you can see presented in the article, that is expected behavior and there is no workaround at the moment. If the ticket belongs to multiple organizations, when reporting on the custom organization fields, Explore will only refer to the Default organization. I understand this may be an issue for your report, but this should only affect the custom organization fields.

    Thanks!
    0
  • Gabriel
    Zendesk Customer Care
    Hello Bill!

    In Explore we can not report on users themselves. For example, we have the Tickets dataset. So in this dataset, we can only report on tickets. We don't have a "user dataset", so we can not achieve what you have suggested. With the ticket dataset, as you have mentioned, you will see the data attached to the ticket metrics.

    Thanks! 
    0
  • bill cicchetti

    Hi Gabriel,

    Thanks for the reply.  If the above statement is true why can we report off whether a user is an agent or end user?  We also can report on suspended and deleted users

    0
  • Dane
    Zendesk Engineering
    Hi Bill,
     
    As what Gabriel has mentioned, we don't have the dataset for users. The reason why you can extract the information about the ticket if it was submitted/updated by an agent or end user is because these data is also part of the Ticket Dataset. If you want to have a complete list of your current users, you can try the USER XML export option. 
    0
  • Chris Aylott

    Hello,

    Is there a way to add the value of two rows only together?

    In my example I am looking to add two organisational values together, leaving the rest intact.

    SUM(where Requester Organisational Name == NULL AND Requester Organisational Name == Legal)

    0
  • Elaine
    Zendesk Customer Care

    Hi Chris,

    I would like to further understand your concern regarding the report where you're trying to add the values of two rows together.

    I'm going to create a ticket on your behalf and let's continue from there. Kindly look out for an email notification. For now, stay safe! :)

    0
  • Mark Molloy

    I cannot find the attributes for the Requestor Organization fields: Group, Users, Details, and Notes. They would be very helpful in my verification reports. I have no trouble finding  the fields: Tags and Domains.

    0
  • Gabriel Manlapig
    Zendesk Customer Care
    Hi Mark,
     
    Explore's reporting for Support is primarily focused on tickets. While there are some Organization fields available to report on in Explore, the mapped Group, Users, Details, and Notes field are not one of them. The way I've had this explained to me is that this is more of an account setting than something that would be considered data relevant to your tickets.
     
    I'll include a link to our guide for our Support datasets below, this goes over all of the Support metrics and attributes that are at your disposal.
     
    Metrics and attributes for Zendesk Support
     
    A potential workaround for this would be to create a custom organization field that you can then report on in Explore. You could create a custom organization dropdown field and add your groups and users access as the values for this field. And for the details and notes, you can add a text and multi-line field. I hope this helps!
     
    0
  • Mark Molloy

    Gabriel, Thanks for the info and workaround.

    0
  • Michael Warr

    Hi,

    I'd like to be able to see what articles an organisation is viewing in guide. A lot of our content is behind a 'pay-wall'.

    When we talk to our end users we like to be able to show that they are using our services and therefore getting value. 

    We're trying to move everything from a proprietary system to guide but can't see how to replicate this function.

     

    0
  • Dane
    Zendesk Engineering
    Hi Michael,

    As it turns out, organization is not an attribute for the Knowledge Base dataset. Hence, your use case it not currently possible.
    0
  • michael warr

    Hi Dane,

    Can this please be added to the wishlist/roadmap?

    We can track individual user activity through interactions in zendesk support but not in explore, so hopefully the technology is possible to port across.

    With this ability, we can have meaningful conversations with customers about thier activity and what they thought of articles plus whether or not our self service option is right for them.

    1
  • John Harte

    Hi,

    How is it not possible to see what users are searching and clicking in Help Center and then report on the user and organisation?. We can see them in Interactions........

    There must be a way to report on it - what am I missing?

    1
  • Stephen

    Are there any plans to add a native Organisation / User dataset to Zendesk Explore?

    I am curious, because it would be useful to build custom metrics / attributes based on update times for Ticket fields. This data is quite difficult to surface otherwise - I believe it is available in Audits, but this is not exactly useful for reporting.

    0
  • Shawna James
    Community Product Feedback Specialist
    Hey Robert, thank you so much for taking the time to provide us with your feedback here. I wanted to point you in the direction of our product feedback forum for Explore where we collect product feedback and where our PM’s review feedback from our customers. We would greatly appreciate you using this forum to share your feedback with us for better visibility. Here is our product feedback template to get you started. Thank you!
    0

Please sign in to leave a comment.

Powered by Zendesk