Explore Reports Issue - Updater Role Doesn't Work Historically
Hi there,
I would like to highlight some functionality that I think would be good to be updated if it can.
The example report I am building is to find out the number of public comments made by agents on a given day across all tickets. When reviewing the data I noticed that many historical updates were missing. This is because agents were being downgraded to end users, as per the Zendesk best practise, when they leave the business. This means that any public comments they made on the tickets are now seen as end user updates and not agent updates.
This is an issue for my report but I can see this being a much larger issue for businesses with high turnover that need to report on agent activity monthly or perhaps yearly.
Is there a way that Zendesk can update this so that agent activity is captured as agent activity at the time it happens, regardless of what happens to that user.
Thank you,
Phil
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Official comment
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!
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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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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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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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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?
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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. -
Thanks Eugene and Rob,
Great to hear it is getting looked at!
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