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Update CSV Export for Custom Statuses in Views



Posted Nov 19, 2024

Overview:

We would like to see an improvement in the CSV export functionality for Zendesk Support Views, specifically regarding the display of Custom Statuses. Currently, when exporting a view with the 'Custom Statuses' column, the export shows unique IDs instead of the actual names of the custom statuses. This issue affects our agents and team leaders, as they rely heavily on these exports for reporting and tracking ticket progress.

 

Problem Solved:

This feature would make it easier for agents and team leaders to interpret exported data by displaying the names or customizable tags of the Custom Statuses instead of just the unique IDs. It would significantly reduce the time spent manually cross-referencing the IDs with a separate list, which is especially cumbersome as the number of Custom Statuses grows.

 

Impact and Frequency:

This issue occurs on a daily basis and has a direct impact on our agents' productivity and efficiency. Agents and team leaders routinely export views with Custom Statuses, and the current workaround (finding and replacing IDs with names) is time-consuming and error-prone. This affects our team's ability to report effectively and slows down our workflow.

 

Workaround:

Currently, agents maintain a separate document mapping Custom Status IDs to their names and manually update it whenever new statuses are added. This is not an ideal solution and creates extra work, especially as our list of Custom Statuses continues to grow.

 

Ideal Solution:

We want the CSV export to display the names (or configurable tags) of Custom Statuses rather than their unique IDs. This would make the exported data more readable and actionable without requiring additional manual steps.


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6 comments

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Shawna James

Community Product Feedback Specialist

Hey Claudiu-Tudor,
 
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!

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+1

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100% AGREE!

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Salvador Vazquez

Zendesk Product Manager

Hey Claudiu-Tudor, thank you for taking the time to provide us with this feedback! 
 
This is an improvement we believe should be updated as well to include both the ID and the name. For now it is in our backlog, this means that we will think about adding it as a priority later in our planning cycle. 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. 
 
Thank you again for your feedback and for being a valuable customer with Zendesk.

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For me this is a bug, as no one in their right mind would want the IDs shown, as views tend to be used by agents who won't have knowledge of which ID means which custom status. I cannot believe using ID was a design decision, quite frankly.

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+1 

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