Feature Request Summary:
Add more capabilities to the filtering in Zendesk - ability to exclude options, multi select boxes instead of the drop down that you must click on, scroll, and select each time, and an option to save your filters for future use.
Until earlier this year we had multiple Zendesk instances across our business units. My business unit has been using Zendesk the longest so we merged all other instances into ours. While this is great for our customers and even our agents that work with customers across business units, it has made filtering down very important. I love the look of the new Team Members page and was so excited to get in and filter the list down to just the agents in my business unit that are full agents (not light agents). This proved to be a little more involved than I think it should be. I already know that I will need to find all agents in a number of roles for a task on my list next week. This too will take longer than it should at this point due to not being able to quickly check the box next to the roles I want to include, or better yet next to the few I want to exclude.
Business impact of limitation or missing feature:
At this point I am really the only one that is affected by this as I am the one that would be needing to filter the list but it does become a time consuming task. What I expected to be able to do in about 30 seconds this morning turned out to take about 5 minutes. Not a huge time impact today, but it will add up over time as I will be frequently looking to filter this screen to gather lists of agents for someone.
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