Jeremy Holmes

The ability to see skipped tickets is a feature that was emphasized when my company decided on Zendesk. However, only admins or someone with enough expertise to use an API call have that capability. While most companies will have some in their contact center that are capable, they are usually not handling the daily management of agents and tickets. I have had to extend admin access to supervisors I would rather have only team lead access and we end up having to create training on what not to touch because the only ones that really need the access are those managing the people that skipping the tickets.

Unfortunately, the reporting currently available through the team member's page is also very limited in functionality. While it is helpful to look at an agent and see what they are skipping and how often, we cannot even enforce providing a reason as mentioned here. There are multiple use cases for why this would be beneficial to see how often a ticket has been skipped the agents that skipped it and you finally answered this request from 2017 stating it was on a roadmap last July. That roadmap only seems to have led to updating your prior answer to look at the member page to add that we can use the API. This information should be available in the ticket events and reportable through Explore. 

Please consider tossing the ticket skips reporting you have now and implementing it into the ticket data so we can start utilizing the information better. I think most companies will not care about the fact that some lower-level team members might be able to see the team members that skipped the ticket. It is just another level of transparency to hold them accountable. 

We wanted to move away from requiring every single ticket to be a task since it is the only way Due Dates work. Unfortunately, the custom date option doesn't work either because there is still no way to trigger to open on the day that it is due. We created a complex workaround, but now have an issue with everything being based on GMT so it is still causing issues because things are opening the night before. We are now scrapping the whole concept and going back to making every single ticket a task. We would love if we can have a custom field that either works like Due Dates or just expand on the functionality of Due Dates and stop limiting them to only Tasks. We would prefer to be able to tie individual problems to incidences and still have the tickets function the way we need. Zendesk is severely limiting it's users by not doing something that has been requested since before I started using the product. I have come across multiple discussions and found references to parts of the support site that have been cleared out. It would also help foster a sense of real community if coming across questions posted that are listed as answered had answers that were serious considerations of user needs and not just a blatant disregard of the user needs. Also, since I'm on about it, a time option would be great too. Most of our users are working only out of Zendesk and even if they do have Outlook, don't want to set up a calendar event to work a ticket. 

We are already trying to get this data in to another service for the same reason. This is a major oversight in the design of this product. 

I like Explore and the flexibility, but it seems some features like filtering by Current User should be possible and they are not. I get the flexibility of bookmarks, but we should also still have a way to set default filters. The idea that we have to select a bookmark to see it they way we want the dashboard is a bit convoluted. Without the Current User filter, it is even worse when we want agents to look at their own stats. We have to use the trick described above of having a hidden filter by role using a bookmark, and then the agent still has to select their own name from a list. I don't see the benefit of making everyone prepare for a move to a new service that doesn't quite offer the flexibility of what is already in place with Insights. 

It is understandable that this takes a good bit of testing, but this feature has potential benefits across multiple scenarios. It is also one that seems that there would be greater progress on it since this thread is almost 7 years old. Is there any possibility we will see this in the next few months? 

I agree. There should be a native option to work with the data. Even a simple search or export to .csv would be better than what we have now.

This has become an issue for us as well. We have been happy with making views for most things, but when a set of tickets that meets the criteria is closed and can not be tagged with an automation process, search is the only option that will still pull the tickets we need to review. Better planning is the long term solution, but we need something to help us analyze how we need to plan and see what happened on the individual tickets. The lack of custom columns in searches makes it a clunky and cumbersome process to try to research things that have already happened that we may need to make better processes to catch. 

I totally agree with Dolores' comment. I would love to have an export from search option in addition to more complex column customization. There is a similar request already on the community posts here as well. I did see where Jonny mentions the Advanced Search App and I tried it. It does seem to add a lot of the functionality some of us need. 

Jonathan's suggestion is still the only work around we have been able to use to compensate for the poor design. Unfortunately, the agent and their chats do not show up on the agent report page when they are disabled. Adding them back does add the data back, but it skews the overall numbers until that is done. We have also run into issues with the agent being locked out of accessing it for up to a day after we add them back if we are close to our seat limit.