Tom Erik Skjønsberg

Ross Edwards 

It did eventually get sorted, after a little bit more back and forth to get an actual credit note for the wrongly billed amount.

All I can say is good luck, and I hope you have a lot of patience.

I previously had this post (which has been removed from the forum, I guess because the service level wasn't something Zendesk wanted in public).

In the post I was complaining about a months long delay in getting a response on an agent seat reduction. Due to the level of service, it also ended in a downgrade from Enterprise to Professional.

The downgrade was signed the Professional package was supposed to start from March 1st.

Lo and behold, yesterday we were billed for Enterprise package for the month of March.

The agent in the downgrade ticket claimed he would keep it open, but that of course has not happened. So I have now sent in a brand new request again. It would be highly appreciated if someone, anyone, at Zendesk could ensure I do not have to go through yet another months long wait for a single answer. Our account manager seems to be completely missing, as he has not replied to anything for months.

Nikki Goodson

Happy to see those at least. But for me the 3 dealbreakers that are currently unavailable according to the overview are scheduling, exporting and a bookmark functionality. Unless all 3 are available, the dashboard builder is useless for my needs.

Shawna James,

Zendesk's "continued commitment to make sure we are staying on top of communication with our customers" has been slipping further and further lately. This specific thread is just one very blatant example where you can see the frustrations of several of your customers.

To stick to the topic for this thread:

1. What we are waiting for is a functionality which is at the very basic core of any CRM reporting tool.
2. There is, quite simply, no excuse for this functionality missing. The data used to be available until Zendesk made the concsious decision to remove it.
3. When re-introducing a very basic functionality has taken so far over 5 years since the first request, it is very difficult to trust any promises about it being even close to a priority. When Zendesk in addition then goes and makes the data available to customers by buying a 3rd party developer that hacked their way around it and make it available as a paid service, the sentiment and care for customers do not look very good.
4. After 2 years of "this quarter, no wait, it'll be next quarter, we promise maybe the next one" with zero updates every time the promised time passes, how does anyone at Zendesk respond with the line "Our intention here is to keep our customers updated to remain transparent and as honest as possible, not shy away from the truth about our timelines to deliver on our promises" and keep a straight face?

I fully understand that this is not in the control of anyone who has to deal with customers. But you as a company also have to understand that there is a limit to how many times customers can be flat out lied to without frustrations reaching a high level.

So new ETA is now early Q1 2024.

That puts us on route for 2 years since the first time we were promised "next quarter".

Susana Zendesk bought Tymeshift, a paid product that has this functionality. So they would apparently rather that you pay for that, generate reports from Tymeshift and then use Excel to merge reports instead of providing basic reporting functionality in their own reporting tool.

Karen Hynes

Now that we are halfway through Q4, and the GA was supposed to happen early Q4, are we behind schedule on the next delay announcement?

It is not very straight forward unfortunately Kelli.

In the file "status_sessions_" which you can find in the zip file event_analytics you will find timestamped status changes and how long was spent in that status for all agents (duration provided as seconds in the file). So you can see when they were online, offline, away or invisible. Then, after converting the timestamps to a format Excel can understand, you can either create a pivot table or import the csv file in to your favourite tool supporting csv imports to get a readable report for each agent.

It's a massive hassle, and something that Zendesk should have been able to provide years ago, but for now it's what we have.

Anastasia Kachanova Kelli

Open Zendesk Chat, and then on the left hand menu go to Analytics

When on the Analytics screen, in the top right corner, you have the Download CSV button

Once that is open, you can select the time frame you want. If you want hourly data, it is limited to 7 days back. If you want daily data it is limited to 90 days back. Select the time frame and interval you want, then download. The CSV files are sent to you in e-mail attachments. These files give the data you are asking for.

It is cumbersome and a hassle, and in no way a replacement for proper reporting in an actual reporting tool, but for now it is what Zendesk is able to provide, as it is apparently extremely challenging for them to provide basic KPIs in their own reporting tool.

Kelli

What are you looking for exactly? This export will get you how much time they have spent in each available status per day.