Tudor Jude

Overview:

We would like to see an improvement in the CSV export functionality for Zendesk Support Views, specifically regarding the display of Custom Statuses. Currently, when exporting a view with the 'Custom Statuses' column, the export shows unique IDs instead of the actual names of the custom statuses. This issue affects our agents and team leaders, as they rely heavily on these exports for reporting and tracking ticket progress.

Problem Solved:

This feature would make it easier for agents and team leaders to interpret exported data by displaying the names or customizable tags of the Custom Statuses instead of just the unique IDs. It would significantly reduce the time spent manually cross-referencing the IDs with a separate list, which is especially cumbersome as the number of Custom Statuses grows.

Impact and Frequency:

This issue occurs on a daily basis and has a direct impact on our agents' productivity and efficiency. Agents and team leaders routinely export views with Custom Statuses, and the current workaround (finding and replacing IDs with names) is time-consuming and error-prone. This affects our team's ability to report effectively and slows down our workflow.

Workaround:

Currently, agents maintain a separate document mapping Custom Status IDs to their names and manually update it whenever new statuses are added. This is not an ideal solution and creates extra work, especially as our list of Custom Statuses continues to grow.

Ideal Solution:

We want the CSV export to display the names (or configurable tags) of Custom Statuses rather than their unique IDs. This would make the exported data more readable and actionable without requiring additional manual steps.

+1 our agents encounter the same difficulty.

It's important for agents to see at a quick glance if there are any CC'ed users in an email, as it is part of our workflows to exclude CC'ed users in some cases. So it is of high importance that this is addressed as soon as possible.