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Save Filters and Additional Columns for Team Member Page
Zendesk LuminaryThe Product Manager Whisperer - 2021Community Moderator
Posted Sep 22, 2021
Hi!
I like the new Team Members layout, thank you! I am hoping you'll consider letting us add whatever columns we want. Right now, we are only given Name Email Product access Last sign-in. However, I'd like to be able to add Created, Updated, and any user level field including custom fields here.
Also I noticed I can't open the agent's profile in a separate tab. So when I click on someone to make an adjustment, I am put back on the Team Members page without the filters I've applied. :(((
Can you please allow us to somehow save our filters? Bonus points to give us the ability to create different views with different filters and columns! (Kind of like views)
Thank you.
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9 comments
Official
Tom Dupuche
Hi @... and @..., thanks for the feedback!
We are hearing a lot of this feedback. The need to see more information (roles, groups, created date, updated date, tags, etc), customise what columns you see, operate quickly on the Team list (inline editing, change roles without drilling down to a Team member) and save filters.
I'll include all of these into our roadmap planning.
For the item where your filter is not being persisted when you return to the Team members page from the Team member profile. We're looking at now to see how we can it persist. Will keep you updated.
Regards,
Tom Dupuche
Senior Product Manager - Team & license management
Zendesk
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Shane Monaco
2nd this comment, would be beneficial to differentiate between role, light agent, and full agent. Would be nice to be able to also show default user properties (Group, Organization) and other user fields.
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Carmelo Rigatuso
Yes! all of those features would be super helpful. We need less clicks and screens for simple user maintenance tasks.
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Mark Leci
Any update on any of these items? It's over a year later and I don't see that these fields have been added. Since there is no ability to report on users via explore (except by tying to something else like tickets, which is often not useful) as far as I can tell it's impossible to get something basic like a report of my users with the date added and last login
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Tom Dupuche
Hi Mark Leci,
Since the original post we have included the ability to add team members, search, view the Support role and the suspended label.
As part of the search field you can do advanced searches on created, updated and last sign-in dates. Have a look at our help article.
The next item we are working on is export team members to CSV. Our target date is Q1 next year, but like many things this date is subject to change.
Regards,
Tom Dupuche
Zendesk Product Manager
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Lohith S
There is no User Management for the Agents. Like if we want to add which region, the country he/she belongs to, Phone number, Internal Department to which he/she belongs, Last signed in, Created, updated date etc,
One should be able to filter by these columns, and export to a CSV or Excel for further analytics.
These fields should also be available in Explore for any reporting. Like we don't have the capability to report on the roles. If I want to list the Agents with the Contributor role, I cannot do it in Explore.
Thanks
Lohith S
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Mark Leci
ty Tom Dupuche, however I'm sure you can appreciate that Zendesk user management is still significantly behind other enterprise applications. In Salesforce I can easily automate creation, inactivation and role assignment of users based on any fields I want, including custom user fields, however this is unwieldy or not possible in Zendesk today. Having an export is a step forward but I think there is a lot more to be done!
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Tom Dupuche
Hi all,
We'll shortly be releasing export team members to CSV (mid to late March) which will include more information than is currently available on the Team members page.
I'll be interested to hear how much this solves the problems managing your teams and what else is high priority.
Regards,
Tom Dupuche
Zendesk Product Manager
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Joel Orner
Hi Tom!
We would also like to see the agent alias in the CSV export. We haven't found a good way to get an overview of who has an alias or not, and what it is. We want to protect our agents privacy but if they don't have an alias and we use {{agent.name}} in signatures for example, the full name will be exposed.
Thanks!
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