Shawna James,

Zendesk's "continued commitment to make sure we are staying on top of communication with our customers" has been slipping further and further lately. This specific thread is just one very blatant example where you can see the frustrations of several of your customers.

To stick to the topic for this thread:

What we are waiting for is a functionality which is at the very basic core of any CRM reporting tool.
There is, quite simply, no excuse for this functionality missing. The data used to be available until Zendesk made the concsious decision to remove it.
When re-introducing a very basic functionality has taken so far over 5 years since the first request, it is very difficult to trust any promises about it being even close to a priority. When Zendesk in addition then goes and makes the data available to customers by buying a 3rd party developer that hacked their way around it and make it available as a paid service, the sentiment and care for customers do not look very good.
After 2 years of "this quarter, no wait, it'll be next quarter, we promise maybe the next one" with zero updates every time the promised time passes, how does anyone at Zendesk respond with the line "Our intention here is to keep our customers updated to remain transparent and as honest as possible, not shy away from the truth about our timelines to deliver on our promises" and keep a straight face?

I fully understand that this is not in the control of anyone who has to deal with customers. But you as a company also have to understand that there is a limit to how many times customers can be flat out lied to without frustrations reaching a high level.