We found that via Explore we have limited possibilities to establish reports on key configuration parameters of Zendesk like macros, triggers and automations. We would like to have a subset of parameters in Explore allowing administrators to build or have pre-built reports usage, on health check, performance, streamlining, etc.
Within the Admin Center we can see the usage of e.g. automations, triggers and macros, but only for a very limited time period of 7 day or 30 days. As the administrators of a Zendesk instance used globally projecting to have approx. 35 brands in it's final configuration, we must be in the position to provide feedback on a more detailed level to the business users.
Let’s take Macros as an example: For now we found a work-around with each macro adding a tag to a ticket. So we established a report showing tickets with tags applied by group. In addition we can get all macros including the related tags and group availability via API. In excel we can than combine the two reports. I guess you sense what I am getting at, this is a manual workaround and involves a lot of steps. Even if we could automate some of it, it's still just a workaround. So we are adding tags to the tickets for each macro applied. If we would want to do the same for objects or rules, there would be even more tags on each ticket.
Does Zendesk have any plans on implementing something like this and if so, by when?
Please sign in to leave a comment.