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Feature Request: reports an key configuration parameters



Posted Apr 07, 2022

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?


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4 comments

Great feature request

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Totally agree. It should offer more flexible option to create the report in Explore

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This is very important for our daily work!

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Wojciech Smajda

Zendesk Product Manager

Hey Pat,

Thanks for taking the time to share your feedback regarding the reporting limitations for key configuration parameters of Zendesk like macros, triggers, and automations within Explore.

Your approach to track macro usage by adding tags and combining reports via API and Excel indicates a high level of adaptability. However, we understand that this is not an ideal solution and can be cumbersome for administrators, especially for a global Zendesk instance projecting to manage around 35 brands.

At the moment, there are no immediate plans to implement an in-built reporting feature for these parameters within Explore, but we realize the importance of such functionality for our customers' operational insights and governance. I want to assure you that we have taken note of your detailed feedback, and we will keep it on our radar for future product discussions.

While we continue to gather input like yours to guide our development priorities and roadmap, I encourage you to keep an eye on our What’s New Community Topic for updates on new features and improvements. Furthermore, to stay informed on upcoming changes or enhancements to Explore, consider engaging in our Community events and following Zendesk Updates.

Thank you again for your input and for being an active member of the Zendesk Community. Your contributions help us make Zendesk better for everyone.

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