Customer lists based on custom Organization fields

16 Comments

  • Chandra
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    We also need to be able to filter our User Lists by Organization for a variety reasons.  We are also a B2B and all of the important data about our customers is in the Org fields.  One of our main drivers here is the Mail Chimp integration, but we also have other situations where we want to be able to pull a list of all users from a specific region, or who own a specific product.  

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  • Steven Yan
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    Hi Russ and Chandra, thanks for your feedback. This is the next big feature request for customer lists and I think your use cases makes sense.

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  • Chandra
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    Hi Steve,

    Do you have any ETA on when this feature will be available?  This is becoming critical for us.  I had assumed we'd be able to generate these lists via Insights but I just got access to the beta and it turns out that the email address of the user is not available in these reports.  Additionally, if we export an existing User List to generate a mailing list to use manually, the email address is not included in the CSV.  We currently have no way to generate a list of email addresses for our mailings for our webinar series or our upcoming user events.  

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  • Zaina AlYahya
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    Hi Steve,

    Can you give an estimated time for this feature to be available?

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  • Bill Accola
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    This would be a very useful feature.

     

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  • Staci Grove
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    it's more than a year later, and I am now asking the same thing. It seems extremely lacking that a web based database cannot pull this data easily!

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  • Mark Sadegursky
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    Any update on this feature?

     

    We want to be able to pull a list based on a custom organizational field and then feed that to mailchimp to message customers.

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  • Sam McCullough
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    Steven Yan said this was the next big feature, but it has been two years now. How long are your development cycles? I cannot productively use the Proactive Tickets feature nor can I use MailChimp properly. The most important information about our clients are at the Org level not the user level. 

    I'm looking at a very time consuming process of exporting all users in csv and manually adding in tags that reflect their Org fields. 

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  • OT
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    We are hoping to move our customer mailing lists to Zendesk - at the moment we do this on Salesforce and there is so much overlap in data.  However, being able to filter users based on organisation data is a really basic requirement for making this work.  I'm looking at workarounds of an app to update user tags, or trying to do something in Insights, but neither of these are nice ways to get the required result.

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  • Sharron Turner
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    To me it's almost like this was an oversight when they developed the feature, but then again, maybe most of Zendesk clients focus on the individual users and not so much the Organizations the way our company does.

    Yes, we need User data but the way is set up now, its like something that is only half-way finished. We do need the ability to create lists over organizations OR users.

     

    I'm hoping this will be taken into consideration.

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  • Ashish Sharma
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    As both Mark and Sam have said earlier, this would be so useful for feeding into MailChimp which is something we're also trying to do. Its been 4 years since the request was submitted and told by a product manager that "This is the next big feature request for customer lists". No update since. 

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  • Stuart Buddrige
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    This seems to be basic functionality which is missing from the product - it's very frustrating that 4 years down the line since this initial request, it seems that no further action has been taken.

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  • Nicole - Community Manager
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    Hi all -

    Apologies for the lack of communication on this one! I'm working on finding out what the status is and will let you know what I hear back.

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  • Patrick Bennett
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    I also just stumbled on that a list will not populate based on tag from organization field. For use with integrating with MailChimp also.

    Please keep us up to date!

     

    Thanks,

     

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  • Nicole - Community Manager
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    Hey Patrick - 

    Work on customer lists is on hold for the time being; it's in maintenance mode but no improvements are currently slated. 

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  • Stacey Horowitz
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    We have been struggling with this concept. It feels like there are three silos in Zendesk - Organizations - Users - Tickets. Ticket reporting is easy, well built and the basis for the entire system. Organizations and Users not so much.

    There are characteristics (attributes) added to Organizations (custom fields) as well as characteristics (attributes) added to Users (other custom fields). Wouldn't it make sense, that if a User was associated with an Organization, that the characteristics (attributes) of the Organization would also then associate with the User. 

    We should be able to pull a list of Organizations based on these characterists as well as a list of users across organizations with that associated characteristic. Here is an example:

    • Organization 1 - State of NY
    • Organization 2 - State of NY
    • Organization 3 - State of FL
    • User I - part of Org 1
    • User 2 part of Org 2
    • User 3 part of Org 2
    • User 4 part of Org 3

    We should be able to pull a list of users associated with the State of NY based on that they are associated with an org that is part of State of NY.  WHY can't we do this!!!!! 

    Very frustrating all these years later that the system cannot share attributes across silos!!

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