Create View by email address

14 Comments

  • Justin Smith

    Hey Allen,

    Unfortunately we do not have a way to look for a specific end-user email address set as the requester and track all tickets sent in from them.  However you can tag the end-user whose tickets you want to track and then setup a view to look at the tickets with that tag.  You are able track the tickets created if the person creating the ticket is an agent, but you wouldn't be able to filter out those tickets based on who is CC'd.

    I hope that helps!

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  • James Brown

    So other than tagging cases there is no way to get a report of issues by a particular end-user?

    What about through gooddata?

    Perhaps the end-user view could be given the same ability to create an xls spreadsheet from that a view does (organizations could benefit from this as well so as to avoid creating views...).

    How are other people reporting easily on the cases a user has created?

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  • Jessie Schutz
    Zendesk team member

    Hey guys!

    You can view all of the tickets requested by a user, as well as all the tickets a user is cc'd on, from that user's profile. 

    Is there a reason you'd need this information presented in a different way, or do you think this would work for your purposes?

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  • James Brown

    How do you export to provide a report from there? 

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  • Jessie Schutz
    Zendesk team member

    There's no native capability for exporting the ticket list from a user profile, although you'd be able to pull this information out using the API.

    If you can give me more information on what exactly you're trying to accomplish, though, I might be able to give you a better solution.

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  • James Brown

    Hi Jessie, 

    Thanks! I'm trying to create a report by end-user for all cases they've opened. Depending on the end-user and the organizations they belong to (or not) makes it difficult to report on a end-user holistically in any automated manner. 

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  • Jessie Schutz
    Zendesk team member

    Hi James,

    What exactly do you want to report on, though? What information in those tickets needs to be put into a report? Or are you just looking to generate a list of tickets for each end-user?

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  • James Brown

    Hi Jesse,

    Just the list would be a start. I'd be fine with the information that's available from a view (created/closed/satisfaction/etc...)

    - James 

     

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  • Jessie Schutz
    Zendesk team member

    Hey James,

    As I mentioned above, you can see a list of the tickets by viewing the customer's user profile, but it's not possible to export from there.

    If tagging the tickets isn't feasible for you, your best bet is going to be to generate and export a list using the API. You can find more information on this here: https://developer.zendesk.com/

    Please let me know if you have any other questions!

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  • Nadia Ivanova

    Hello, 

    I know it's an old thread but I was looking for the same feature and couldn't find it.

    I need to see all future tickets from a VIP user. The tagging solution Justin was suggesting wouldn't work as it implies I already know the ticket is there. What I'm looking for is to be alerted (be it via a view or an email alert) when a new ticket from this user is received.

    Any suggestions or works around?

    Thank you,

    Nadia

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  • Jessie Schutz
    Zendesk team member

    Hi Nadia!

    You can absolutely set up a trigger that sends out a notification when a ticket is received from a VIP user. You just need to make sure those users have a tag on their user profile that indicates that status. That tag will be added to the users' tickets, and you can set up the trigger to fire when that tag is present.

    Let us know if you need anything else!

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  • Nadia Ivanova

    Thank you Jessie,

    I checked the tag was present and set up a trigger.

    How often are the triggers fired? More precisely, what would be the maximum delay between the VIP user sending us an email and the email alert triggered?

    Thank you in advance,

    Nadia

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  • Nicole S. - Community Manager
    Zendesk Community Team

    HI Nadia, 

    Triggers fire automatically when all of the conditions of the trigger are met. There should not be any significant delay in a trigger being fired. 

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  • Nadia Ivanova

    Thank you for your answer, Nicole.

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