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More data to be added to "Team members" page



Posted Jan 30, 2023

Hi,

Please, consider adding more agent-related data to the "Team members" page (Admin -> People -> Team -> Team members) as in most of our use-cases we have to go through each agent account one by one to compare/check information and we need to open tens, if not hundreds, of tabs in our browser.

If we have the information visible on the page it will save us incredible amount of manual work and time.

Ideally we would like to see more columns/filters, such as:

- email domain

- language

-time zone

-tags

 

Thank you in advance.

Regards,

Yanko Chakarov


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10 comments

+1

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Kristin Palmer

Zendesk Product Manager

Hi Yanko 

Thanks for taking the time to submit feedback - we love hearing from our customers!

We are currently working on a new feature to export information from the Team Members page into a csv file. This csv file will contain all the fields you've mentioned above.

We also have an idea in our long range roadmap to allow users to customise the columns you see on the Team Members page. To help us to prioritise this feature, could you tell me a bit more about how you use that data day to day? What job are you trying to get done?

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hi Kristin that woudl be ideal

- first customizing column display

- secondly ability to download for audit report perspective 

 

thank you 

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+1

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+1

Kristin Palmer

We currently manage several Zendesk instances with plans for more in the future. All of these instances have dozens of members (Full seat and light agents) and seeing this information will help with audit, permission and account management purposes overall. 

By seeing the e-mail domain - we will always know whose account we are looking at and edit it if needed since agents sometimes edit their names and the names of their colleagues even though instructed not to.

The members in each instance can have different languages due to our business nature.

Also, members and whole groups in these instances can be in different time-zones according to the jurisdiction they are located in. 

Tags and User segments can help us understand more about a member and where he belongs in the organizational structure within groups and departments.

Being able to also sort currently existing columns such as Support Role will help get a quick overview of all members and currently active light agents.

We use Team Members on a day to day basis and having more control over what we see, how it is displayed and sorted will really help us out for potentially missed information which should be present in a profile. This info is regularly requested by stakeholders and having to manually check every profile info is time consuming and can be fixed with a few more columns and sorting options. 

Hope this clarifies the matter further!

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Sydney Neubauer

Zendesk Luminary

+1 We needed to add a bunch of secondary addresses to all our Agents. When you search for the secondary address, it shows them but you can't tell as you cannot see the secondary addresses on the Team Members page.

I request that the following is added:

  • Secondary addresses
  • Location
  • Custom fields
  • External ID

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Agree with Sydney Neubauer.

We have agents that are internal and outsourced, from various BPO providers. We differentiate them by email domain (they can have more than one), org (they can have more than one), and tags. Even internal staff are from different departments (ex. internal IT support staff vs sales/tech support).

It would make user management so much easier if I could filter right in the UI, instead of having to export, filter, and then search for each agent one at a time in the admin center.

Additional columns, and additional filtering options please. it's great that I can filter for suspended agents, not so great that I can't filter for active agents only.

Bulk updates would be great as well, select all the users I've filtered, or in a specific group, and apply some change (a new org, an new tag, a new note, etc.)

And please, how far are we from having all user management on one page, instead of split up between Admin Center and Support?

 

 

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Working with data protection laws in EU, it's never a good idea to mass export data. 

We as admins need to have flexibility inside system to do our work, from 1 page. 

Current set up of team members page is cumbersome and team members management is extremely time consuming. 

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Tom Dupuche

Zendesk Product Manager

Thanks all for your feedback on the team member page. 

 

The next feature we have planned for this page is improved team member group membership management, including displaying groups, bulk adding and removing groups. We know that managing team member groups is a tedious activity. We do not have a confirmed release date. 

 

Once we’ve delivered this we’ll look at what is next. We are going to leave this post open for comment to allow others to provide their feedback and use cases, however please note as is stated in our Community Guidelines that we can not commit to prioritizing any one piece of feedback we receive in the community.

 

Regards,

Tom Dupuche

Zendesk Product Manager

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How to display department or team members on a SharePoint site?

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