Customer lists define a segment of your users based on a set of criteria. Customer lists are similar to views for tickets in that they enable you to create a list based on system attributes, tags, and custom fields. In this case, the list is a group of users instead of a group of tickets.
- Entitlements Create separate customer lists for each plan type you offer, based on a custom field for subscription type or plan.
- Online retailers Create lists of customers according to their purchase history or preferences, based on custom fields.
- E-Commerce Create a list of customers based on their subscription start date or trial expiration date.
- Gaming companies Create customer lists to identify big spenders and active gamers, based on the customer's online activity.
You can do more analysis by exporting customer lists as CSV files. Or you can install apps to send email campaigns or surveys to a customer list.
Administrators can create shared and personal customer lists. Agents in custom roles with permissions can view customer lists and create and manage them depending on how their permission was defined.
This article contains the following sections:
Creating a customer list
You create a customer list by applying filters to determine which customers are included in the list.
Administrators can create shared customer lists (available to all agents or available to one group) or they can create personal lists (available only to themselves). Agents in custom roles with permissions can view customer lists and create and manage them depending on how their permission was defined.
- Click the Customer Lists icon (
) in the sidebar.
- Click Customer Lists in the top toolbar, then
select Create a list.
- Enter a Title for your list.
- (Admins and agents with permission to create shared
customer lists) Select a Visibility option to
determine who can see this list.
- All agents This list is available to all agents.
- Me only This list is only available to the admin or agent who creates the list.
- Group This list is available to the selected group. You can select one group only.
Agents do not set a visibility option because they can create only personal lists for themselves. They cannot create shared lists.
- Click in the box beside Filters, then select a
condition, an operator, and a value to define this
collection of users.
Conditions include system attributes, tags, and custom user fields. For more information about filters, see Building condition statements for customer list filters.
- If you want to add another filter, click Add new filter.
- Click Save to create the list or click
Preview to see the list before you create
it.
You can also click Cancel if you don't want to create the list.
- If you clicked Preview, click Save or
Cancel in the upper-right corner of the
list preview to either create or cancel the list.
Your customer list appears.Note: If you have more than 100,000 total users you will not see a complete list of matched users in your customer lists. Instead, you will see a sample of users that match the customer list. Admins can export a customer list of up to 100,000 users in size by selecting Export as CSV to see the entire list in the message that appears in sampled lists.
Building condition statements for customer list filters
-
Plan type is premium
-
Created after 01/01/2013
-
Organization is ABC Company
The conditions for customer list filters include the system attributes, tags, and custom user fields. The operators and condition values vary depending on the selected condition.
Condition | Description |
---|---|
Name | The user's full name. |
Organization | The user's organization name. |
Tags | Tags that have been added to the user's profile. |
Language | The user's language preference. |
Role | The user's role (for example, end-user, agent, a custom role, and so on). |
Created | The date the user was added. |
Last login | The date the user last logged in. |
Custom user fields | Custom user fields that have been created. |
Viewing your customer lists
In addition to lists you and your team have created, there is one default list named All customers that includes all of your end users. You can access all of your customer lists (default, shared, and personal lists) in one place.
- Click the Customer Lists icon (
) in the sidebar, then select a customer list.
In the left pane you see your customer lists, with shared lists first and personal lists below that in the Your lists section. In the right pane you see the selected customer list.
Editing a customer list
If you want to change the way information is presented in the customer list, including the user information that appears in columns, the sorting, or the grouping of customers, see Modifying the columns in a customer list.
- Click the Customer Lists icon (
) in the sidebar, then select a customer list.
- At the top of the customer list, click the name of the
list.
- Make changes as necessary to the Title,
Visibility, or Filters for the list.Note: Only administrators and agents with permission to create shared customer lists can change visibility.
Your list automatically updates as you make changes, but your changes are not saved yet.
- Click Save at the top-right side of the customer
list to save your changes.
Alternatively, click Cancel if you don't want to save your changes.
Modifying the columns in a customer list
After you set up a customer list, you can modify the information that appears in the list for each user. You can also change the way the information is presented, including the sorting and grouping of users.
If you want to edit the customer list, including the title, visibility, and filters, see Editing a customer list.
To add or remove columns in a customer list
- Click the Customer Lists icon (
) in the sidebar, then select a customer list.
- Click the List controls icon (
) on the right side of the column headers row.
- If you want to remove a column, hover your mouse over the name
of the column, then click the X.
You can remove multiple columns. Your list updates as you remove columns, but the changes are not saved yet.
- If you want to add a column, click Add columns, then
select the names of the columns you want to add.
You can select multiple columns. Your list updates as you add columns, but the changes are not saved yet.
- Click Save at the top-right side of the customer list to
save your changes.
Alternatively, click Cancel if you don't want to save your changes.
To change how users are grouped in a customer list
- Open a customer list, then click the List controls icon
(
) on the right side of the column headers row.
- Click the Group by drop-down list, then select customer
information you'd like to use to group customers in the
list.
Your list automatically updates, but your changes are not saved yet.
- Click Save at the top-right side of the customer list to
save your grouping.
Alternatively, click Cancel if you don't want to save your changes.
To change the sorting and ordering for a customer list
- Open a customer list, then click the List controls icon
(
) on the right side of the column headers row.
- Click the Order by drop-down list, then select customer
information you'd like to use to order your list.
Your list automatically updates, but your changes are not saved yet.
- If you want to reverse the sorting, click Sort above the drop-down list.
- Click Save at the top-right side of the customer list to
save your ordering.
Alternatively, click Cancel if you don't want to save your changes.
Exporting a customer list to a CSV file
All administrators can, by default, export customer lists as CSV files. Any agent assigned a custom role with permission to add and edit personal, group, and global customer lists can export these lists as well.
When you request a file, you will be notified via email when it's ready. You can download a zip file containing the CSV file. The download link is valid for at least three days.
- Click the Customer Lists icon (
) in the sidebar, then select the customer list you'd like to export.
- Make sure your customer list includes all the columns
that you want to export.
To add or remove columns, see Modifying the columns in a customer list.
- Click Export as CSV in the upper-right corner of
the customer list.
You are notified via email when the file is ready.
- Click the link in your email notification to download
the zip file containing your CSV file.
The download link is valid for at least 3 days.
Using customer lists for email campaigns and surveys
- MailChimp Campaign and Proactive Campaigns enable you to send email campaigns to a targeted customer list and proactively communicate or follow up with your customers.
- SurveyMonkey enables you to send surveys to a targeted customer list to gather valuable feedback and ideas for your team and business.
Admins can install apps in Zendesk Support. Agents can use the apps to create email campaigns or surveys for customers in a customer list.
- In Admin Center, click
Apps and integrations in the sidebar, then select Apps > Channel apps.
- Click Zendesk Marketplace in the upper-right corner of the page.
- Find the MailChimp Campaign app or the SurveyMonkey Create app, then click the title of the app.
- On the app page, click Install in the upper-right corner.
- In Support, click the icon for the MailChimp Campaign app or the SurveyMonkey Create app in the sidebar.
- Enter a name for your email campaign or survey.
- Select an existing customer list or click Add a new customer list to create a new list.
- Complete the other information for your campaign or survey.
- Click Continue.
- Complete and send the email campaign or survey in MailChimp or SurveyMonkey.
43 comments
Ty Angell
I don't know why my account manager is would like to find our what it takes to get this add-on added as we have the professional version. How can I find out or contact someone about this?
Regards
0
Devan La Spisa
Hello @...,
I reached out to your account manager, and you should hear back from them relatively soon. They would be one to discuss upgrades to your account, such as this add-on.
Best regards.
0
Matt Frowe
Hi there, apologies if this has been asked before, but is there any way to define a customer list based on data held about the Organization that the customer belongs to?
For example, in our setup it is the Organization that is (e.g) VIP rather than the particular individual. If I want to create a list of VIP customers, I need to filter based on whether their Organization has that VIP flag set (not them individually).
So far I've only found the option to filter for 1 or more specific organizations, rather than all organisations with a particular attribute.
Is this possible with Customer Lists? Or perhaps via another means?
Thanks!
0
Joy Wingert
There is a field called "Last Seen" which you do not define here - can you tell me what it means?
![](/hc/user_images/ICbiN3unCPFItl7p16B9kw.png)
0
Jean-Francois Weston
Hi Joy,
Thank you for your question. Last Seen is not native to Zendesk, which is why we are having trouble trying to define it for you without knowing why it was initially set.
The "last seen" field is a data point that is associated with browser cookies, which refreshes every time a user views a web widget on your Help Center. If a user then creates a user profile, that data flows into the "last seen" field which can sometimes be inaccurate.
To track user activity, we recommend that you use their last sign-in instead as it is more accurate. You can use any of the 4 options listed here to obtain this data: Generating a user last login date list
Jeff | Zendesk Advocate | EMEA
support@zendesk.com
0
Josh
Is this feature basically unmaintained/dead?
A lot of weird UI issues now with this function.
2
Matt Frowe
I'd be interested to know the answer to Josh's question as well. This strikes me as a good idea that was never really built out enough to become useful for most practical purposes.
0
Pratishtha Nahata
Hi Josh, Matt,
We're looking into improving this feature and would like to set up some time to speak with you to understand your requirements better. I'll reach out to you via email to book in a session on each of your calendars.
Thank you!
1
Josh
Great! Thanks!
0
Amy Gracer
Is it possible to adjust the order of the columns?
How about adding an expand/collapse when I group by?
0
Juraj Jarmek
Hello Amy,
Please note that you may change the order of the columns by dragging/dropping the order of the columns where accessing the 'hamburger menu in the top right:
However, at the moment we do not have an option to collapse the groupings.
Hope that helps.
0
James Storey
Hi there,
My apologies if this has been asked and answered, but I can not find it.
What I would like to do is create a list of users who have created a support ticket in the last 30days.
Not sure if this is an option, or it is only the last signed-in activity for example.
Thanks for any help.
0
Dane
We have an explore recipe that can serve the purpose you're looking for. Please refer to Explore recipe: Tickets created by agents or end-users. You will just have to adjust the date range so that it will show tickets created in a 30 day window.
Hope this helps.
Cheers,
Dane
0
Stas Siganevich
Hi, I can't find a way to create the lists at all, am I missing something?
0
Jeff C
Hey Stas,
I am assuming that you do not have the Add-On purchased to have this feature. In order to have the features listed here you will need to have the Customer Lists & NPS Surveys add-on on your account. More information about the different kinds of add-ons here.
0
Morris Coyle
Is there an easy way of creating Ticket views based on a Customer List?
0
Dave Dyson
Not directly, unfortunately. You'd need to create a view and replicate as much as possible the criteria used to define your customer list.
0
Jonathan
Hello. We would like to try this feature but we can't find how to enable it, can you help us?
We need it for the Mailchimp plugin to work.
0
John DiGregorio
We had this feature enabled today. They only advantage is has is the ability to pull lists into MailChimp or Proactive Campaign. Other than that you can accomplish the same thing through explorer
0
Amy Gracer
John DiGregorio Do you mean the Reporting tool, Explore? Or is there another feature called "explorer"?
0
John DiGregorio
Attached is a link to the explorer report you can create for Users and Orgs - it is great if you have a lot of custom fields. You can also export and import into proactive campaigns
0
Justin Near
I am also having difficulty finding this. It's not an app in the marketplace, correct? Is there a cost? How do we get it enabled/turned on?
0
Pratishtha Nahata
Hi Justin Near - this feature is currently available as a paid add-on. I'm keen to hear more about how you'd like to use this feature, as we're currently working on some changes to it. I'll reach out to you via email.
0
Jahn
Hi Pratishtha Nahata and Zendesk Team - I am having trouble understand why this is a paid add ons? We are on Enterprise plan and we have many seats but can't have this included already in our plan?
This is very important to us to ensure all seats are maximized. Do you guys do it on purpose not to have this included on what we are paying for us not to see the last sign in date of an agent? or can someone from ZD can help me if this is available in Explore?
0
Pratishtha Nahata
Hi Jahn, thanks for reaching out. Are you looking to manage your agents using this feature?
If so, we've just launched the new Team Member List experience in the Admin Center. Agent's last sign-in date and filtering by the last sign-in date are available on this page. The team is also working to add new features to this page over the upcoming months.
The Customer Lists add-on itself is more for creating lists of users to send proactive messages to using MailChimp/SurveyMonkey integrations.
I hope this helps.
0
Jahn
Hi Pratishtha Nahata, we will do campaign soon as well hence needing to have the customer list. How much does this cost per month and also wondering why this is not something already included specially for those who have hundreds of seats?
0
Pratishtha Nahata
Hi Jahn, I completely agree with you - we do want to make it available to more Zendesk customers out of the box instead of an add-on. It is on our roadmap, & we're chipping away at it by adding more features to the Customers page. At the moment, we are still at least about a year away from having all the capabilities of Customer Lists as out of the box features.
You can follow our announcements page to keep track of new features we add to the page. Here's an announcement for a feature we added recently.
0
John DiGregorio
It is too bad that customer list don't integrate with more robust communication tools. Survey Monkey leave a lot to be desired
0
Dave Dyson
Fwiw, in addition to SurveyMonkey and MailChimp, there's also an integration with Proactive Campaigns: Proactive Campaigns App
0
Chad Susa (Gravity CX - Zendesk Partner)
Hi All
Does anyone know where to find the Custom role setting to manage the permission to add and edit personal, group, and global customer lists
When I go into Custom Roles, I don't see anywhere to manage agent permissions with Customer Lists - only settings for agent permissions to manage end-user profiles.
0