Monitoring Agents/Admins Sign-in's/Sign-out's
Hello!
I was wondering if anyone has come up with a way to monitor when an agent or admin signs in or out of their account and access it at any time. Currently, all that I've found that exists is if you click on their profile, you can see their last sign-in, but that's it. There's no way to check to see that someone signed in on a certain date or at what time.
This seems like it should be a basic admin tool to monitor their agents logins, but when I emailed Zendesk about this, they said they didn't have a way to access this. They suggested a time tracking app, which I have, but it's not really the right tool since it tracks total time spent on tickets and the day tracking of it is not quite accurate.
Does anyone know of any other work-around? Maybe an API call, but I'm not sure if that's something callable by Zendesk. Anyone else have a work-around for this kind of problem?
Thanks!
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Kevin
The easiest way to find last log on details is using Customer Lists. You would need one list for Agents and one for Admins. Customer lists are an add on, so may not be available on your plan.
Alternatively, you can use the API. Log into your Zendesk, then paste this into your browser URL:
...replacing XXX with your domain.
To make sense of the output, copy all and paste into a parser such as:
From there you can download your list.
If you have more than 100 agents and admins, you need to do a further API call.
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Thanks, I'll look into this, I do have access to customer lists, so I did create that list, which is helpful of seeing their last login. I was looking to be more specific with this though by viewing all logins for an individual agent over a set period of time. For example:
Agent A:
Logged in Apr 23, 9:52Logged in Apr 24, 10:02
Logged in Apr 25, 9:50
Currently, I would only be able to see that last entry, since that's the most recent, how could I see the other ones if I don't check it everyday? I want to match their time sheets with actual login times from Zendesk, but when I get a timesheet once a week, I can't do any retroactive checking since I'd just see their last login.
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Kevin
Sorry, but I don't believe that a history of log on dates and times is available. It is not part of the Enterprise audit log and not part of GoodData.
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Hi Kevin,
I just answered a similar question.
"How about creating a custom Zendesk app?
You could run one instance per agent. The app would be hidden in the background and simply send the time to a database every minute. When the agent logs off for the day, the last sent time will remain in the database. The day after, the app feeds a different row in your database. (Each agent gets a column)."
You could change this by making the app send the current time-stamp whenever it is started, which would mean the agent logged in.
You can also add those logs to a dynamic content within Zendesk. So no need for a DB.
Hope this helps.
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Is there any way whatsoever to access the Zendesk maintained last sign-on time for an end-user? We would really like to propagate that back to an account owner in cases where we expected an interaction with them, and it did not take place. For example, a welcome email inviting them into the portal, however, no logon was made.
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Hey Craig,
The options outlined above also work for end users, we also have the following support tech note about this:
https://support.zendesk.com/hc/en-us/articles/223473348--Generating-a-user-last-login-date-listThat should help you get started!
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What I'm actually looking for is a direct way to obtain this within a placeholder value to use in a back end trigger email event. Here is our scenario. We send out welcome emails to new users, and after several days an automation runs to close those emails. At that point, we'd like the account owner to know if they'd actually logged in or not. We do that with an email to the account owner and it would nice to include last log in information. Unfortunately, that value isn't readily available for this simple usage. We'd like to avoid reports and other harder to maintain external API processes for this trivial task as it's not that much volume of new users in general.
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Hi Craig!
There isn't any placeholder that contains the information you're looking for, I'm afraid. The only way to get it is via the methods mentioned above.
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Hello -- I called into Zendesk Support asking about generating a report that covers all of my Agent login/logouts for business days. In my case this would be MON-FRI 9AM-5PM.
However I was surprised to hear there is no way to do that currently. Can I make a feature request for this?
The use case: Admin wants check and make sure that all agents are actually logged in during business hours and the admin needs to gather this information for weekly report. The report will be for Talk and Chat.
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Hi Kamal!
Thanks for sharing your feedback! I'd encourage you to cross-post your suggestion in our Product Feedback topic, to ensure that our Product Managers see it.
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Any plan to include this in the future yet? I logged in to see what our most popular chat times are and found two issues.
1.) I cannot get a last X days view of an hourly view of the most popular times. I can only do this for the past 24 hours. Would be nice to view in a 30-day history what the most popular chat times are.
2.) I went in and manually checked a few days to see if there was a trend. And noticed that there are two specific times that are popular, outside of that there are no chats. So leads me to believe that users are not logged in all day. So I tried to look for a report to see what the agent login history was, surprised to find it doesn't exist. This would be a handy feature to see if agents are actually logging in.
Thanks!
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Hi Israel,
It doesn't look like we have anything on the roadmap currently but I will pass this feedback along to the appropriate team.
I would also recommend cross-posting in our Chat Product Feedback forum to help provide visibility to our Chat Product Managers as well as other users interested in the same functionality.
Appreciate you taking the time to share this with us :)
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Hi Brett,
I'd like to also add that such a feature could be extremely useful for some of your clients for security purposes.
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