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Make views including email addresses

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Henriette Heggem

投稿日時：2021年8月03日

For the time being this is not possible.

This would be helpful in many ways, t.ex. last time another department wanted list over tickets regarding a specific artist and the dustomer's email addresses.

It is a column called "Customer Email Address", maybe this could be used?
(now it is blank ... at least in Norway :-) )




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    Salvador Vazquez

    Zendesk Product Manager

    Hey Henriette, thank you for taking the time to provide us with this feedback. We apologize for the delay on our end in providing you with a response to your feature request.

     

    This is a great feature request and I have added it to the backlog for future consideration. This means that we will think about adding it as a priority later in our planning cycle. We are going to leave this post open for comment to allow others to provide their feedback and use cases, however please note as is stated in our Community Guidelines that we can not commit to prioritizing any one piece of feedback we receive in the community. 

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    Pedro Rodrigues (opservator.com)

    Community Moderator

    Hi @..., although it isn't currently possible to add a column that shows the requester's email address to a View, you can achieve this in Zendesk Explore:

    Requester email. The email address of the ticket requester. By default, this returns the primary email of the ticket requester. However, if a user has an unverified primary email addresses and a verified secondary email address, Explore uses the verified secondary email address.

    This means you can create a query in Explore containing the ticket ID, date (ticket created/solved), requester name, requester email address (etc.), and export it, so that the relevant team can work on it.

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    Matthias Abraham

    Pedro Rodrigues (opservator.com) Has there been any movement on the ability to create Views in Zendesk based off a Requester's email address? Our org is only able to see Agents in the Requester field for views. If email doesn't work, can you add the Requester's Name option to the list of View configuration settings?

    Our Agents don't all have access to Explore, so that won't be a feasible replacement to an active view in the Workspace.

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    Pedro Rodrigues

    Community Moderator

    Hello Matthias Abraham, unfortunately it hasn't, as far as I'm aware (neither Requester name nor email address).

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    Rachel Gerard

    Please make this a feature! This would immensely help us create visibility when servicing certain companies that use our products. We have 1 agent dedicated to managing “brand ambassadors” that work for a national music store, and not having a dedicated view for this is hindering us.

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    Dohop

    Is there any timeline for this?,  something more than “added it to the backlog for future consideration.”   not being able to sort incoming tasks by senders email is a big showstopper.

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    Shawna James

    Community Product Feedback Specialist

    Hey there, thanks for your question. At this time we are not able to provide an estimated timeline for this feature. Should the status of this request be changed to development and we have more to share we will do so. In the meantime it will remain in our backlog of feature requests and ideas. Thank you!

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