Tracking Agent Licenses

25 Comentarios

  • McCabe Tonna
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    Emily,

    Manage > People > Roles. This will give you a break down of how many agents are in each role.

    As you probably know, all agents count toward your subscription except the Light Agent Role

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  • Emily Littlefield
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    That does work but we have also created several Custom roles so I would still be adding up the number of people in each of the roles. We are at 18 roles and counting. I was hoping for a quicker solution than that would offer. Thanks,

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  • McCabe Tonna
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    Emily,

    Yourzendesksite.com/api/v2/custom_roles.json will list all the roles.

    I recommend a chrome addon such as JSON Formatter, displaying all roles with "light_agent": true and subtracting those roles totals from your count. 

    This method will take roughly 3-5 minutes without manually going into each role setting. 

    Does that make sense?

    Thanks,

    McCabe

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  • Jonathan Nathanson
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    Hi,

    I'd like to add to this. Tracking how many licenses are in use is a nightmare.

    I've had to build my own web application to query the API and help me manage our users and licenses, because the Zendesk interface is woefully inadequate for this task.

    It's practically impossible for to, for example, compare a list of Zendesk users with a list of employees in our company, and to then create light agents for each employee that isn't in Zendesk yet.

    If I didn't have semi-decent programming skills this would be a showstopper from an IT management perspective.

     

    But I get the feeling it's one of those things that Zendesk turn around to and say "Oh no one EVER mentions that to us, so we're not going to fix it".

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  • Monika Jurczyk
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    +1,  Zendesk needs an interface where I can see

    Light Agents: #

    Full Agents: #

    Clicking on each of the links, will provide one with the list.

     

     

    7
  • Ryan Mumby
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    Agree, 1 up on this. It seems like a super easy feature that's been missing for far too long.  Clearly you have a tracking somewhere of it since you tell us when we are out, can't be too difficult to code licenses remaining into the subscription page beside total number of licenses.

    2
  • John Forrest
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    Is it intentional so we buy more licences?

     

    With light agents turned on you cannot see who does what - would be good if I could pull the users we have created via a csv as I can the tickets but better still would be not to have to pull any data but that ZenDesk provided some small improvements - maybe in the manage -> people -> agents you output a table that we can sort or differentiate on that screen between light and full agents?

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  • Amie Brennan
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    Hi John,

    It's definitely not intentional the way it currently is. When we released our new platform interface a few years ago, we needed to start somewhere like any new platform. Over time the way Zendesk is being used has changed and increased exponentially. It's on our road map for the user management interface to be changed to account for this and allow for better management like you're looking for. What the ETA is for that, I do not know, however it is being working on now by our development teams.

    Right now it's very minimal in what you can do as you are already aware of. There's no great workarounds to this currently. There is one small section in the Manage >> People >> Agents where it does say how many seats are left available. I've attached an example below for you so you know where to look. Aside from this, if you are in a pinch, you are always more then welcome to contact us at support and we can tell you how many seats you have left available as we have access to this info on our side. 

     

    Hope this helps with your query. :)

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  • Keith Shaw
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    This is still much more complicated than necessary and very disappointing.
    Being able to quickly pull a list active agents is what any organization would consider basic functionality. 
    I dread anytime I need to pull a list of my own "people" in Zendesk none of the dozens of other applications are business make it this difficult to manage seats.
    Please fix this !!

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  • Nicole - Community Manager
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    Hi Keith -

    How frequently do you find you need to pull this list?

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  • Keith Shaw
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    At least once a quarter. 
    I recently tried to pull it using GoodData but found that the Active = True filter does not seem to work. 

    Additional after suspending or "demoting" some of the agent accounts we found in the search it still shows we are using 146 out of 146 it seems like the list isn't live but its hard to verify because pulling a accurate list is difficult and time consuming.

    Even requesting the user XML export via the admin settings > Manage > Reports section takes at least an hour to generate. 

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  • Graeme Carmichael
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    Keith

    In GoodData the 'active' flag indicates if a user has been deleted. The suspended status of users is not part of GoodData.

    For licencing, suspended agents still count towards your agent count.

    Hope that helps.

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  • Dov
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    Hello all,
    We found a workaround that worked for us.
    we extracted the list of users.
    Then we found out that all light agents had the same custom role id, it helped us differentiate them from real agents.

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  • Brett - Community Manager
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    Thanks for sharing this workaround Dov :)

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  • Charlee
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    Is there an update on this?

    It would be really handy to into manage people and it list the amount of agents that we have active and who these agents are. We are constantly changing staff from light agents to agents depending on where they are located that day and it is a nightmare to keep track who is available to change without searching each agent individually. 

     

    Thanks 

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  • Brett - Community Manager
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    Hi Charlee,

    I'm afraid there's no update on this. As Dov mentioned above, you could export a list of your users and then filter out by the custom_role_id. Light-agents will have the same custom_role_id and you can use the API to pull this ID.

    You can also pull a full list of your agents by navigating to subdomain.zendesk.com/api/v2/users.json?role[]=agent . You'll replace subdomain with your subdomain of course. I would also recommend installing a JSON formatter extension for your browser so this is easier to read.

    I realize this isn't the solution you're looking for but I hope it helps!

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  • Anna .G
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    After having a lot of headache with the XML that needs to be filtered and looking for the roles that might stand out and basically working blind, we found that Zendesk has a great add-on which makes life so much easier. If you have the "Customer Lists" add-on you can create the lists of anything you would like to retrieve, including custom roles you set for your users.

    By choosing for example "Role" who can create separate lists for each of your roles which can then be exported to CSV with no need to filter out things that are irrelevant for your need from that specific list.

    You can also modify the columns to show the details you need for each list.

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  • Brett - Community Manager
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    Thanks for sharing this alternative solution Anna :)

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  • Gary
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    Any chance that Zendesk would add a "Users" dataset to Explore? 

    1
  • Nicole - Community Manager
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    Hey Gary -

    I'd encourage you to ask this question in the Explore Product Feedback topic, where the Explore product team will see it.

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  • Keith Shaw
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    Anna G.

    Thank you for solving the largest problem with Zendesk!!

    We are already loving the quick and easy functionality that should be a day 1 feature of a business tool like Zendesk.

     

    Hey Zendesk corporate,

    Just move this list function to the people section with prebuilt reports and save everyone time so we can work on real issues. 

    Thanks,

    1
  • Nicole - Community Manager
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    Thanks for that feedback, Keith. 

     

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  • Bob Greene
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    I have to cross-charge each of our 8 global business units for their share in our annual subscription renewal for their respective counts of full agent licenses.  The Customer list only shows the role as "Agent".  I did not see a way to show the RoleID in the Customer List fields (as a shortcut to differentiate the Light Agents).  

    I'll need to play with the custom Role settings to comb through all of our Light Agents to give them special Roles just so I can run a Customer List with filter (thanks for the tip AnnaG). 

    I see the other JSON and API tips but sad this is not a friendly accessible feature from Zendesk. I'll set aside project time to play with the API and Chrome (time away from my customers and team mangagement tasks). 

      

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  • Karen D Snyder
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    Bob Greene We have a Customer List for Agents where the filter is that Role is Agent.

    When I export it, the resulting CSV contains the specific role names; are you not seeing the specific role name in your exported CSV file?

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  • Lohith S
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    Hi Team,

     

    How do i achieve this in Insights ? We are on Professional Plan with Insights. 

    New Agents being added, Existing Agents downgraded to End Users, etc reports in Insights.

    Total Used Agents feature(shown in one of the comment) is there in the Professional plan as well. This tells us how much Agent licenses are available.

    But I needed to track when the Roles being updated to Agent, so that I could track who were the New Agents that utilized the license.

    Currently, I have created 2 reports to extract data and do some crunching in excel to find out who is utilizing the Agent license or who is simply lying there and not doing anything with it. This is achieved with # of public/private comments and total agent reports

    Has anybody created a workflow to quickly identify this ?

    Thanks

    Lohith S

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