Feature Request Summary:
As a Zendesk Admin/Product Owner I need better reporting and metrics on user sign ins, email validation responses and general usage activity.
We recently bulk uploaded about 300 new users into our Zendesk "space". We assumed it would be relatively straightforward to get reporting and visibility into engagement with our outreach. We manage a restricted Zendesk space - need a sign in for access.
- # of users/users who validated their emails - and did not
- # of users/users who actually signed in - and who has not signed in
We wanted this not only in dashboard widgets but in actionable outputs so we could then communicate to those who did not respond; resend their sign up link, remind them to take action etc.
Business impact of limitation or missing feature:
If you don't know who isn't signing in/validating you can't send them reminders. You're just stuck.
Other necessary information or resources:
The answer is in Explore but it's not a straight line to get there.
Like a lot of Zendesk functionality, regardless of the search I did, I could not lcoate information about how to obtain this visibility.
Service requests to support were met with the usual stonewalling. "Go read this article" or an answer so full of featurespeak it made no sense.
Ultimately, after raising the urgency and stomping my email feet a little, a resource helped me determine that the User information I was looking for is in the Support/Tickets entity in Explore. Not super intuitive that I would find it there and not super easy (10 days?) to get to the answer.
So the feedback here is two-fold (FWIW).
1. The Explore datasets aren't intuitive to work with
2. Support around this (and general Zendesk support) is suboptimal.
My CX in this regard is that smiley-face emoji with the straight line mouth. My expectations were not met.
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