Recent searches
No recent searches
Product feedback: Live reporting in Zendesk to be more customizable
Posted Jul 03, 2024
Hi Team,
Unfortunately, currently Explore live reports cannot be edited, customized or created. It will be highly beneficial for our company to have such capability to see a quick overview of the current agent workload and distribute it accordingly and evenly.
Having custom live reports will alleviate the day to day workload through more effective prioritization on manager side.
For example, we would like to see a live report which will show us the unsolved tickets with a particular custom ticket field value which will be displayed in real time or close to real time without having the need to wait for 1 hour.
Currently there is no workaround for this.
Ideal solution would be to enable members with relevant permission to create and edit live reports as well as add more metrics and attributes concerning live data.
5
2 comments
Shawna James
Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!
1
Agnieszka Czajka
Hi Georgi Tanchev thank you so much for the feedback. Currently we are not working on providing custom report building capabilities to live reporting. At the same time we are working on vastly extending our live data offering by onboarding new metrics and attributes both connected to tickets and agent productivity as well as allowing customers to drill into details. We hope that vastly extending current live data offering will allow our customers to view necessary data without having the need to write custom queries themselves. We hope to deliver new value in 2025 so follow our community for announcements.
1