Cyrille

+1 again

• What is the problem? In large organization, project manegers need to be able to track and follow all tickets of the organization. The current end-user view is to limited for that to produce end user project management reporting.
• Why is it a problem? Agents need to assist each project manager every week or every month to get an export in Excel.
• How do you solve the problem today? The work is done by agents. it shall be controlled by the end-user.
• How would you ideally solve the problem? Add a button "export to Excel" in the end user view of the list of tickets. The extract shall contains all fields visible by end-users.
• How big is the problem (business impact, frequency of impact, who is impacted) : Impact is on customer side on project managers and team managers. Impact is internal for our R&D and validation teams and for our managers outside of the operation & support team

Again this is big impact and looks like a very small development to do for Zendesk product team. Our team does not understand how Zendesk product team did not solve this in 7 years. 

+ 1 issue in Zendesk in the list of subject pushing us to move to another tool.

Hello all

Whaoo ! A request open 10 years ago, 93 comments, and the answer I got when I open the same question is " it's technically a very heavy lift and therefore difficult to prioritize". Honestly 10 years ago other tools were already doing it; This is a major pain for our projects. See you in 10 years on thsi one again !

Thanks all contributors for pushing on this one.

Hello Brett,

I am back on the subject.

This is like a loop, custom organization fields do not help as some end users belong to multiple organizations. What I relly is another level of management for end-users, and this is what I call "groups of end-users". I know that groups is a agent only feature, on this is the issue.

Thanks anyway.

Cyrille

Hello, 

We are managing multiple types of end users and some are moving from one project to another or belong to several projects (ie mapped on Organizations)

I read https://support.zendesk.com/hc/en-us/articles/203661966-Creating-managing-and-using-groups but unfortunatly the GROUP function in Support only applies to Agents.

For administration of the solution it would be helpfull to be able to manage end-users in groups. Then some configuration could be done at group level instead of individual end-users.

For exemple I would need to manage at "end-users group" level : 

- Tags

- Organisation

- User segments

- Potential some custom fields to add details on customer's projects

Currently any change required to edit each end-user profile one by one. It won't be possible when I will have hundreds of end-users. 

I would like to configure groups, then just drop end-users in the correct group (or even multiple groups).

How can we have a solution for that ?

Thanks !