Group name updates don't reflect in the Explore filters

18 Comments

  • Official comment
    Eugene Orman
    Zendesk Product Manager

    Thank you for continuing to share your feedback. Keeping the report and dashboard filters in sync with the groups and other field value changes is definitely an important improvement. Unfortunately, it is not a simple update. It will require a rework of the multiple areas and layers of the code, that's why it is not on our short or mid-term roadmap but it is one of the top-of-mind long-term improvements.

  • Hannah Voice

    Had the same issue a few months ago, even after confirming with Customer Support that this wouldn't happen. 😓

    1
  • Bruno Monteiro

    We're having this issue too, which didn't occur in Insights, but the response from Zendesk support was to wait for this update to come in some roundmap soon, and follow this post.

    I believe you should see what Insights features exist, which customers used and were useful, and bring as a legacy to Explore.

    1
  • Mark Leci

    From what I've observed, the issue is not that explore uses the name as a unique identifier. That would be extremely odd design. The issue is that renaming the group creates a brand new group instead, and that new group isn't consistently used elsewhere in zendesk. In support it gets replaced with the new group, but in explore it does not. This is both inconsistent behaviour but also extremely risky because there is no notification that you'll have to update every report and metric using the group, or how to find them. We've avoided renaming our groups for about two years now due to this bug.

    1
  • CJ Johnson

    Plus one on this, it break so much and you have to spend all kinds of time updating filters on all existing reports that filter on that group, as it will be unselected after the name is changed. 

    0
  • Maggie St.Clair

    Hi John, 

    Thanks for reaching out for more info. Previously we had a bunch of groups in Zendesk such as CX, Customer Support, Tech Services, etc. These were all for our Energy Team. We brought our other business units into Zendesk so now we also have groups like CRM CX and CRM Tech Services so we decided to rename our original groups to include the business unit. So CX became Energy CX, Customer Support became Energy Customer Support, and so on. All I did was go into the current group name and add Energy to the beginning. 

    A few of my co-workers that rely on dashboards in Explore reached out because their dashboards were incorrect. After some digging we found that the dashboards were using ticket aging queries that they had built in Explore. On those queries the filters were showing the original group names selected and not the new names. So CX, Customer Support, etc were still the groups it was looking for instead of Energy CX, Energy Tech Services, etc. I had to unselect the old names and select the new names. Then the dashboards showed the correct info from the queries. 

    While the task to fix this only took me a few minutes, we were SHOCKED to find that when we edited a group name it did not update the group name in the filter on the query and instead it made a new group name. 

    Hope this answers some of your questions above. Let me know if you need any other info. 

    0
  • Simon Watts

    We've just come a cropper on this too.  Renamed groups due to a merger and it broke our reports.

    0
  • CJ Johnson

    I've been putting off a group rename for over a year now because of this. It would be a total disaster if a group got renamed at this point. 

    0
  • Stephen

    John Costello - is there any update on this?

    We are doing a clean-up of our Zendesk instance and as part of this change we are hoping to rename many of our Groups to better reflect what they do. 

    However, the impact this will have on reporting would be extreme and time-consuming to resolve.

    0
  • Bobby Koch
    Zendesk Luminary

    the point of having unique IDs tied to things like group names, user names, etc., is so that when something changes, your data is not compromised. This is the most disappointing article and lack of awareness I have seen in my 7 years using Zendesk.  

    0
  • Jay Krishnan

    John Costello Has there been any update since the original post. Hope at least the product team would have put this in the roadmap since the Sep 30, 2021.

    0
  • Veronica Vassena

    John Costello Just here to upvote and see if there's any news on this, thanks! Follwing initial adoption, our ZD implementation has become more structured, leading to onboarding new groups and making renaming necessary for agents' efficient use. I see another thread here on this issue: https://support.zendesk.com/hc/en-us/community/posts/4408860631962-Fix-the-process-for-renaming-support-groups-

    0
  • Bobby Koch
    Zendesk Luminary

    Mark Leci Mark Leci

     

    this article is confusing. it definitely feels buggy but it does resolve after a day or so

    0
  • Admin Zendesk

    +1 ...The same problem as Mark Leci

    0
  • Shawna James
    Community Product Feedback Specialist
    Hi all, thank you for your continued response and feedback in this space. We appreciate you taking the time to share your thoughts and use cases. I want to confirm that we are continuing to read and log your feedback. 
     
    The update that Eugene Orman provided (pinned to the top) is our most up to date response to this feedback. 
     
    We are going to leave this post open for comment to allow others to provide their feedback and use cases, however please note, that as per our Community Guidelines, we cannot commit to implementing every feedback item we receive, but we greatly value your input. Thank you again!
    0
  • Lara McCaleb

    Another upvote here. The scope of our escalations team changed and I'd love to change the group name to reflect that, but checked ZenDesk Support first and I'm glad I did. We have a lot of reporting that is important to our business around how tickets are escalated, and triaged. It's disappointing that ZenDesk cannot use the unique ID of a group and let the text of the group name be dynamic. This seems like pretty basic functionality.

    0
  • Shawna James
    Community Product Feedback Specialist
    Hi all, thank you for continuing to provide your feedback in this area. Our PM team is monitoring your feedback and will look to get a response as soon as they are able. I understand it's been a moment since a PM has replied in this thread and we appreciate your continued patience as we get more information to this group. Thanks again. 
    -1
  • John Costello
    Zendesk Product Manager

    Hi folks,

    I can totally understand that this must be very frustrating for you. My name is John Costello and I'm a Product Manager in Explore, I would love to understand some of your use cases that are broken for the Group Filter here. 

    • Is the Filter used in a bookmark and now these bookmarks are broken ?
    • Is the Filter just not showing up the correct new groups and hence you can't filter on the new Group names?
    • Maggie St.Clair you mentioned Explore reports was there a precanned Explore report that broke for you or was it a custom Report that you made in Explore ?

    I really want to dig into this and make sure we address the problems you are all experiencing here. 

    Looking forward to hearing from you 

    Regards

    John 

    Explore Product

    -2

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