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User / Org Data set
Posted Aug 25, 2022
Hello, I am working on analytics and pulling any users data is just a pain. i think everyone would benefit from a user data set where the tables pull from the user profiles. Data points we want to query on. some of these we can get from ticket history or updates history but if a user has no tickets they wont show up. we have over 250,000 users, this includes our 130 Full seat agents and over 400 light agents.
Data points tied to the user, regardless if they have submitted a ticket.
- Users type (Not, agent / admin / end user but the actual custom types.)
- user status (Active, Suspended, Deleted)
- Access
- Primary Email
- Secondary Emails
- Tags
- Org
- User Segments
- Language
- Time zone
- Details / Notes
- Custom User fields
- Created
- Updated
- Last sign-in
I would like to also be able to report on changes to these fields. We allow our agents to add and edit end users, while we can look at an audit log, there is no way to report on the quantity of additional work this creates on our agents.
We would also benefit from an Org data set we have 28,000 of them and they sync from different systems so being able to find out what's been changed and not would really help with data integrity.
Data Points from Org:
- Tags
- Domains
- Group
- Users (Can view own tickets / can view orgs tickets)
- Details
- Notes
- Custom Fields
- Created and Updated
- Users
7
2 comments
Michael
I too wish there was a User Data set Meg Gunther. Support was able to offer some workarounds, but all of them require additional administrator overhead and don't scale well for an enterprise customer.
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Wojciech Smajda
Hello,
We appreciate you reaching out with your comprehensive analytics needs, highlighting a desire for a dedicated user dataset and organization dataset within Zendesk. The breadth and specificity of the data points you've outlined are indeed crucial for robust user management and ensuring data integrity especially considering the scale of users and organizations you're working with.
While currently, there isn't a direct way to pull all of these user and organization attributes into a report if they're not associated with a ticket, your feedback underscores the necessity for more granular user and org analytics within our platform. We value your input and the clear case you've presented for these capabilities.
At the moment, these features are not included in our short-term roadmap. However, I'm documenting your feedback, and it will be considered in our planning discussions for future product development and enhancements. Please know that your perspective helps us understand where to direct our focus to best support our customers' operational success.
For updates on what features are implemented and in development, be sure to check back regularly with our What's New Community Topic and participate in our community discussions.
Thank you for contributing to the improvement of Zendesk and for your detailed analysis. We are committed to evolving our product to meet the intricate needs of our customer base.
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