Ability to report on User Custom Fields for Agents
Hey Explore team,
We have several hundred agents spread globally across multiple offices. When we onboard these users into Zendesk, we have a custom dropdown field on their User profile for their home office location.
We would like to be able to filter reports that rely on ticket assignees using this attribute, so we can easily measure performance of the support teams in our various offices. At the moment, it only seems to look at this attribute from the perspective of Ticket Requester.
Please allow us to specify a link between a Ticket Assignee and an Attribute on that Assignee's User Profile. Support tried to help us but their suggestion was to make a new Set and manually manage each agent's membership in the Set. That's not desirable or maintainable, we tried doing this with Variables in Insights.
Another suggestion would be allowing us to create an attribute derived from a query (Ex: All users whose User custom field = "ABC").
Thanks for considering!
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Hi Dan Ross,
Thank you for submitting this feature request. This feedback is relevant for many customers, I agree with you. We are aware of this need and already have discussed this functionality but it is not on our roadmap for this year.
The best workaround I can think of is to use the Assignee tags. Every drop-down field value added to a user field generates a tag that you can use for reporting. For more info about the tag reporting read this article - Reporting with tags
Here is an example:
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Hey Eugene,
Thanks for the reply. While sad to hear it's not on the roadmap this year, that workaround seems to be returning some reasonable results for me to investigate. If that works, I think I can make a set for the tags that correspond to our offices and that should get us what we're looking for.
Appreciate the help!
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