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Connector Improvement: Zendesk user role history

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3 comments

  • Official comment

    Hi Ken,

    Thanks for writing in. I think this makes a lot of sense! I'll add this to our Zendesk backlog. We'll be sure to keep this thread updated with developments, and likewise I'll keep an eye out for upvotes and new replies.

    Best,

    Ray

    Hi Ray!

    We need this, especially when using the DBT package that uses the user role to determinate the sla_elapsed_time. We can't create reliable SLA reports since tickets answered by ex-agents are shown as if they were never replied by an agent but the SLA was achieved, which is inconsistent.

    Kevin MacFarlane Ray I'm having the same issue! Really need to be able to understand user_role histories in order to properly report on SLAs around agent replies. 

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