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Zendesk Explore

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Aishwarya Desai

投稿日時：2023年5月18日

We use Zendesk reports to report on agent weekly activity. I.e  1) how many tickets created? 2)how many set to solved? 3) How many tickets assigned/unassigned? 4) How many articles created, published, edited?

We have around 20-25 reports as such. 

Now when we have a new hire, we have to go into each report to add the agent. Is there a way to make Explore reports dynamic ?(so new agents do not need to be added manually)

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    Zsa Trias

    Zendesk Customer Care

    Hello Aishwarya, 

    Do you manually select the names of the agents on the Assignee/Updater name? 
    I would suggest slicing it by the name of Assignee/Updater, but filtering the report by Assignee/Updater Role. This way, it can act as a dynamic filter to show names of assignee/updater that has the role of Admin or Agent.

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    Judy Correia

    Zendesk Luminary

    Hi Zsa - filtering by role doesn't work in our case as the filter is based on specific users/agents. We have agents that should not be included in the report. Right now we manually select the users and when a new person is hired that needs to be added to a report we have to manually add them. Worse yet is when we have to build a new report we have to manually select 15+ people. 

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