Search results for user-specific queries should default to "users" tab instead of "tickets"
When searching with user-specific terms like "role" or "type:user," the search results should default to the "users" tab instead of "tickets," which would always have 0 results.
An extra click is a minor inconvenience, but it adds up when making several searches related to user management. At least the "type" operator should dictate which tab is shown when results load.
Thanks for sharing this feedback with us, Collin! If other users are interested in this or similar functionality, please up-vote Collin's request. If you have additional details to share about why this is needed, please share your thoughts in the comments below.
James here from the Zendesk Product team.
If you're searching for end users, you can now do most of this directly in the new Customers page, accessible in the left hand nav directly beneath the Views icon. The new page is currently being rolled out to all accounts.
Hope this helps.
Hi James, good to know. My use case is related to agent management. For example, if I need to update a property on multiple agents, my workflow is to go down the list, searching the email address with role:agent in order to find their profile. (This is assuming the property can't be updated on a CSV bulk upload, which it usually can't -- alias, signature, and group assignments are most common.)
Currently the in-between state of the Team Members page in the admin center makes any mass agent management pretty tedious, but the properties above can't be updated in the admin center either.
Thanks Collin, this is fantastic feedback thank you.
I've forward your comment to our Staff Management product team for their review.
Please sign in to leave a comment.