I'm trying to figure out how to create reports that filter by (or indicate) agent tier.
We currently don't identify agents by tier in Zendesk. We use the Group functionality for various things, but our Groups were not set up in a way that segregates agents by tier.
I understand that agents can belong to multiple Groups, but it seems that creating additional Groups for the sole purpose of reporting won't work because there wouldn't be any tickets assigned to these Groups. Is there a way to report by Groups an assignee belongs to, regardless of the Group the ticket was assigned to?
If Groups wouldn't work for this, could I accomplish this using a new user field or user tag?
Is there another option I'm not seeing?
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