- What is the problem?
There is no way to use Explore to report on agent licenses/roles/groups without basing it on Ticket activity.
- Why is it a problem?
Our company has turnover, and user maintenance is imperative for our operational expense optimization – specifically license maintenance.
- How do you solve the problem today?
Use the user API endpoint, or search endpoint, to query the number of users in the agent role. We sometimes filter those results by custom role id. Sometimes we use the metadata about users to get some information about recent activity to guide us towards the agents that are not using their license, or are on vacation. Currently, the groups that benefit from the report are not the people capable of writing that code.
- How would you ideally solve the problem?
Use a "Users" dataset in a reporting platform to create standard reports on our agents. Ideally with the ability to automatically email the report on a regular basis.
- How big is the problem (business impact, frequency of impact, who is impacted)
It costs us money in licenses unused when we don't catch the right details in reports. It also limits ability to scale when we have licenses used by inactive agents. I imagine every business using Zendesk at a medium to large scale, or with outsource agencies at any scale, encounters a need to audit their user base to insure:
1. No access for offboarded agents
2. They aren't paying for licenses that aren't in use
Please sign in to leave a comment.