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Zendesk Explore

Answered


Posted May 18, 2023

We use Zendesk reports to report on agent weekly activity. I.e  1) how many tickets created? 2)how many set to solved? 3) How many tickets assigned/unassigned? 4) How many articles created, published, edited?

We have around 20-25 reports as such. 

Now when we have a new hire, we have to go into each report to add the agent. Is there a way to make Explore reports dynamic ?(so new agents do not need to be added manually)


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Zsa Trias

Zendesk Customer Care

Hello Aishwarya, 

Do you manually select the names of the agents on the Assignee/Updater name? 
I would suggest slicing it by the name of Assignee/Updater, but filtering the report by Assignee/Updater Role. This way, it can act as a dynamic filter to show names of assignee/updater that has the role of Admin or Agent.

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Judy Correia

Zendesk Luminary

Hi Zsa - filtering by role doesn't work in our case as the filter is based on specific users/agents. We have agents that should not be included in the report. Right now we manually select the users and when a new person is hired that needs to be added to a report we have to manually add them. Worse yet is when we have to build a new report we have to manually select 15+ people. 

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