C.A.

YES! We definitely need this. 

We have all of our employees set as light agents by default and placed into an All Employees group. If they get upgraded to a full agent, we add them to other groups but keep them in the All Employees group as well. 

Ideally I'd like to hide the All Employees group from everyone since it shouldn't be used for tickets but I can't get it to work.

When setting up this app, I placed the group id for All Employees in the Hidden groups field AND the Targeted groups field but doesn't seem to work. I can still search for a user in the assignee field and see "All Employees / ." What am I doing wrong? 

I don't know how to look at JSON or XML files. I just want a simple CSV export of all of my users by role so that I can do an audit on who has a full license. It really shouldn't be this hard to get this info. 

I'd like the ability to set the time zone at the dashboard level so that it filters down and adjusts all the applicable queries.

My leadership team is ET and I'm MT. When I download a dashboard to send to them, I'd like to be able to show them the data in their own time zone. 

Hi Vincent, 

Thanks for the follow up! Glad you'll be expanding Guide reporting capabilities further in the future. As a start, it would be great to be able to run reports on views on the individual article level, section level, and category level so that we can see what content is being consumed more than others.

As a layer on that, one of the top questions that we want to be able to answer is how is our content being consumed by different types of users? Ideally we'd be able to look at views (total and by articles) by user segment (which we have setup using a custom user field). In our case, we have Managed service client, Self Service client, Employee, etc.  We need to be able to see which segments of users are using the Help Center and what they’re looking at most.

Another needed feature is the option to exclude views by content editors, so the act of editing/reviewing/publishing is not inflating numbers. 

It would also be nice to be able to specify what we think a view should be. If someone clicks onto a page and clicks away almost immediately, we wouldn't want to call that a successful visit.

Thanks for your consideration,

Candace 

Are there plans to build out more robust reporting based on Help Center article views? Right now I'm only able to see Top Articles in Zendesk Reports and I can't even narrow that down to a given Category or Section. I don't seem to be able to get any data about our content, other than the Knowledge Capture app, in Explore. It would be great to know what you have planned for Guide reporting. 

It would be helpful to have either a copy custom fields option in that ticket creation modal, or keep the "Create Issue" options in the sidebar so you can copy and paste from Zendesk ticket fields manually.

As it currently stands, the JIRA modal takes over the whole screen, so if I need to copy information from custom fields into my JIRA ticket at creation, I have to close out of the modal, copy, and reopen the JIRA modal. Even then, I can only copy one piece of information, so this isn't very user friendly. 

Hello @Benjamin Keyser, 

I wanted to give you more feedback on my company's use case. We have both self service customers and managed service customers. Our self service customers obviously raise tickets themselves but our manage service customers pay to have a dedicated account team. This account team raises any issues that the managed service customer has. An account team member is the requester on the ticket and handles all the communication with the support agent assigned. We don't consider this to be a case of raising tickets on behalf of the customer because we don't expect managed service customers to ever log their own tickets/communicate with our support staff via Zendesk.

Since our account team assignments change, people take time off, etc., we have all of our account teams in the role of Light Agent . This way they can see all tickets submitted, making it easy for one account team to cover for another when needed.

We have had to put in place a lot of technical work arounds to make Zendesk meet our needs. We would really like to see Zendesk be more flexible when it comes to the concept of both internal and external requesters. For one, the logic surrounding Zendesk ticketing should be less role-based and more actor based. If you're the requester, the system should treat you as such, without taking into account if you are an agent or an end user. 

I'd be happy to provide more feedback as needed. Just say the word.