Enhanced User Information

3 Comentários

  • Vincent Dollet
    Zendesk Product Manager

    Hi Zac,

    Thank you for sharing this feedback.


    More detailed roles

    Fully agreed - we intend to provide more specific information on the agent's role i.e. whether the agent is a light agent or has a custom role. Unfortunately, I don't have an ETA yet.


    Profile linking

    Fully agreed - we intend to make it easy for you to navigate from Explore to other Zendesk products (and beyond). This would apply to tickets, users etc. Unfortunately, I don't have an ETA.


    Agent : Group relationships

    Could you please share some use cases you would like to achieve?


    Kind regards


  • Zac

    Hi Vincent,

    Thanks for asking. Glad to provide some use cases:

    • Run a report to see custom attributes that are set on an agent
    • Run a report to see how many agents are seated in one country or another (based on custom field attribute)
    • Run a report to see how many licenses we are using - for example, filter out Light Agent role to see how many full agents exist and when was their last login time
    • Run a report to see how many agents exist in a custom role (ex. an agent with Guide management privileges)

    For the Groups, it would be nice to see:

    • How many agents exist in a particular group, and their names (select all agents where group membership "T1" exists)
    • A list of agents, with visibility into group membership (show agents in rows, with group memberships in a column / columns)
    • A list of empty groups (where # agent memberships = 0)

    Etc... it would help greatly to have a table to load data into for management of groups, and seeing which agents are members of which groups, rather than going Group-by-Group or Agent-by-Agent.

    If we see some agent misconfigured, we could easily click on the agent name to link to their Support profile, and fix the configuration.

    Finally, the Default Group is important - sometimes, it is not set correctly when the agent is configured. We would need some method of listing agents in x group, with some column showing the agent's default group, or showing if this group membership is the default (if group_membership.default == true).

    Thanks again for asking! Hope this illuminates the use cases. User management can be a challenge, and getting visibility into all the properties of our users would be really helpful. The next step for the Support product would be the ability to make changes to groups of agents at a time, instead of agent-by-agent, but I know that's not a function of Explore. :)

  • Hillary Latham
    Community Moderator

    Agreed.  More reporting for user management.  


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