Tajan Pais

Stephan Plockhotnov - thats awesome. Can you share some guidance ?

Hi Orsolya,

If we had to calculate this ourselves, how would we utilize Google analytics and Explore to get deflection rate? Has anyone in the community created a custom dashboard yet?

Hi Alina, I added a meeting to discuss my Use Case. I would like to see and discuss how your feature could assist with Reporting.

I added more information to this thread. https://support.zendesk.com/hc/en-us/community/posts/4409217529498-Grouping-Groups-Add-Hierarchy-to-groups

Hi Alina, 

Group 1 = Manager 1 + team

Group 2 = Manager 2 + team

Group 3 = Manager 3 + team

Group 4 = Manager 4 + team

Group 5 = Manager 5 + team

Group 6 = Director + Groups ( 1 to 3)

Group 7 = Exec + Group ( 1 to 6 )

Benefit: Reporting on Csat, sla, closures, ticket stats, escalations etc.

Since groups are all flat, if an exec wants to view this report, he would have to view it per team, but this way it allows for a drill down into his organization. Also granularity on groups and subgroups with tags for specific regions/locations. Tagging doesn't exist for groups at this time. 

Being able to run a report for a product for a team based in Europe or EMEA+APJ or NA + EMEA is something we are looking for. 

As far as permissions are concerned, I haven't really thought about it yet and I am willing to discuss over a call if needed. We have a CSM assigned to our account who I was introduced to yesterday and we can coordinate a meeting. I will discuss it with my Zendesk admins as well and add more about permissions next week.

Is there a timeline for this feature? Or an app in the marketplace that help with this?

This would be great. Is there any timeline for such a feature?