Explore Reports Issue - Updater Role Doesn't Work Historically

7 Comments

  • Official comment
    Rob Stack
    Zendesk Documentation Team

    Hi everyone, to make sure this gets looked at, I've opened a ticket from the original request. This will go to our support team first, then onto the product team. Hopefully, that will get us to a resolution. Thanks!

  • Ben Weaving

    Totally agree with this. If we want to run a report on agent work over historial period and we want to show work by role Then this totally breaks.

     

    For e.g. If an agent started on Jan 1st 2020 and dealt with 1000 tickets upto June 1st 2020 and then the agent left the business on 1st June 2020, we would follow Zendesks recommended approach to downgrade agents to "end users"

     

    At this point if we was to run a report by agents or assignee role/updater role then all this agents work they did would not be counted as the system now only sees them as an " end user".

     

    The issue here is that the data should hold their role historically

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  • Philip Crump

    For anybody who is interested a way we have gotten round this is to create a custom attribute checking for the email address of the user who updated the ticket.

    Formula:

    (CONTAINS[user email], "domain.com")

    Though not very elegant, I hope this helps

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  • Chris Bulin
    Community Moderator

    I've created an attribute set to do the same thing Philip. So that I can have the agents grouped regardless of their status in Zendesk. It's time consuming to keep up with and, of course, every time you update the set you have to republish every dashboard it's on to capture the new conditions :(

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  • Stephen Belleau

    Ran into this issue today as well. Though there may be workarounds in some cases, it seems to be a pretty clear bug with the "Updater Role" attribute. Can someone from Product chime in on this?

    1
  • Eugene Orman
    Zendesk Product Manager

    Hi everyone, 

    Thank you, this is great feedback. It totally makes sense to have an attribute that will allow you to see if a comment was historically submitted by an agent or end user. We will look into this issue as one of the possible enhancements for the Ticket updates dataset. 

    1
  • Philip Crump

    Thanks Eugene and Rob,

     

    Great to hear it is getting looked at!

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