We would like to request an enhancement to Zendesk Explore’s filtering capabilities to allow for more refined filtering based on User Segments, allowing the usage of Organization, tags, and/or email domain.
Use Case:
In our workflow, we categorize our end-users into Organizations and further differentiate them using User Segments. This segmentation helps us deliver targeted support and understand the needs of distinct customer groups.
However, when building reports in Zendesk Explore, we’re currently limited in how we can filter end-user data. Specifically, we’re unable to include or exclude users based on these User Segment attributes. This limitation restricts our ability to generate precise and actionable insights for specific groups of users.
Proposed Solution:
We request that Zendesk Explore incorporate the ability to:
- Allow inclusion or exclusion of specific User Segments as filter criteria in dashboards and queries.
Impact:
Enhanced filtering would allow teams to:
- Tailor reports and dashboards for specific client groups or internal stakeholders.
- Analyze support trends by user type or organization.
- Improve decision-making by generating more focused and relevant insights.
This would provide significantly more flexibility in reporting and better alignment with how Zendesk is used to segment and manage our customer base.
Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!