Creating and using customer lists

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31 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

     

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  • Devan - Community Manager
    Zendesk Community Manager

    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. 

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  • 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!

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  • Joy Wingert

    There is a field called "Last Seen" which you do not define here - can you tell me what it means?

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  • Jean-Francois Weston
    Zendesk Customer Care

    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

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  • 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. 

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  • Pratishtha Nahata
    Zendesk Product Manager

    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!

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  • Amy Gracer
    Community Moderator

    Is it possible to adjust the order of the columns?

    How about adding an expand/collapse when I group by?

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  • 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.

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  • 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.

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  • Dane
    Zendesk Engineering
    Hi James, 
     
    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
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  • Stas Siganevich

    Hi, I can't find a way to create the lists at all, am I missing something?

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  • Jeff C
    Zendesk Customer Care

    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.

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  • Morris Coyle

    Is there an easy way of creating Ticket views based on a Customer List?

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  • Dave Dyson
    Zendesk Community Manager
    Hi Morris –
     
    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
    Community Moderator

    John DiGregorio Do you mean the Reporting tool, Explore? Or is there another feature called "explorer"?

     

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  • 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

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  • 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?

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  • Pratishtha Nahata
    Zendesk Product Manager

    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 Bronilla

    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? 

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  • Pratishtha Nahata
    Zendesk Product Manager

    Hi Jahn Bronilla, 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.

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  • Jahn Bronilla

    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? 

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  • Pratishtha Nahata
    Zendesk Product Manager

    Hi Jahn Bronilla, 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.

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  • 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

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  • Dave Dyson
    Zendesk Community Manager
    Hi John,
     
    Fwiw, in addition to SurveyMonkey and MailChimp, there's also an integration with Proactive Campaigns: Proactive Campaigns App
     
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  • Chad Susa (Gravity CX)

    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.

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