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Group name updates don't reflect in the Explore filters
Data ultimo post: 30 set 2021
Last night we had to make a few changes to our group names. All we did was add one word to each group name to help clarify which business unit it belongs to. Explore reports look at the name instead of using a unique identifier so all of our dashboards were wrong this morning. They were all using the old group name which no longer exists. Please, please, please make it so that it uses a unique identifier so future changes do not mess up reporting. As our business changes and we re-org and/or expand our business units we will probably need to make other edits. Having to fix all queries on dashboards each time in a real pain.
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23 commenti
Ufficiale
Eugene Orman
Thank you for continuing to share your feedback. Keeping the report and dashboard filters in sync with the groups and other field value changes is definitely an important improvement. Unfortunately, it is not a simple update. It will require a rework of the multiple areas and layers of the code, that's why it is not on our short or mid-term roadmap but it is one of the top-of-mind long-term improvements.
-1
Vincenzo Vampo
we had the same problem as Maggie and would like to request the same
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Fredrik Jansson
I would like to point out that the functionality appears to be working correctly within Reports. When I use the new group name, it successfully retrieves both the new data and the data prior to the name change.
From my investigation, it seems the issue may be related to the Data Filter (based on group name) within the Dashboards.
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Matt Toenjes
We just had the same problem after renaming groups in Zendesk. This is a horrible design flaw and causes tons of frustration when new groups have to be renamed. +1 to have this product defect fixed.
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Bobby Koch
5936307935898 1267646772049 - i had the same concerns as you, but we made the change and our reporting adjusted accordingly. I believe if there is an issue, Zendesk Support can address behind the scenes. Don't blame me if it doesn't work for you, but it absolutely did work for me and my org.
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Alan Holmes
It's been another few months since we've heard from ZenDesk on this and this remains a real problem for your customer base - to have your primary reporting tool not fully integrated with the live database. Is there any plan to fix this integration?
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Lara McCaleb
Another upvote here. The scope of our escalations team changed and I'd love to change the group name to reflect that, but checked ZenDesk Support first and I'm glad I did. We have a lot of reporting that is important to our business around how tickets are escalated, and triaged. It's disappointing that ZenDesk cannot use the unique ID of a group and let the text of the group name be dynamic. This seems like pretty basic functionality.
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Shawna James
The update that Eugene Orman provided (pinned to the top) is our most up to date response to this feedback.
We are going to leave this post open for comment to allow others to provide their feedback and use cases, however please note, that as per our Community Guidelines, we cannot commit to implementing every feedback item we receive, but we greatly value your input. Thank you again!
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Seb R. (Admin)
+1 ...The same problem as Mark Leci
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Bobby Koch
Mark Leci Mark Leci
this article is confusing. it definitely feels buggy but it does resolve after a day or so
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Mark Leci
From what I've observed, the issue is not that explore uses the name as a unique identifier. That would be extremely odd design. The issue is that renaming the group creates a brand new group instead, and that new group isn't consistently used elsewhere in zendesk. In support it gets replaced with the new group, but in explore it does not. This is both inconsistent behaviour but also extremely risky because there is no notification that you'll have to update every report and metric using the group, or how to find them. We've avoided renaming our groups for about two years now due to this bug.
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