Grouping and filtering WFM reports by organization

Announced on | Rollout on
July 9, 2025 | July 9, 2025

Zendesk Workforce Management (WFM) now supports grouping and filtering historical reports by organization. This feature is only available in custom reports.

This announcement includes the following topics:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

WFM now supports grouping and filtering historical reports by organization.

The report will display organization names based on the position you choose in the grouping hierarchy (1st, 2nd, or 3rd level).

Tickets associated with users in multiple organizations will behave like group-based filters, appearing under each applicable organization.

Using the Organization field, you can:

Compare ticket volume, resolution time, and agent performance across different customer organizations.

Generate targeted operational reports for specific organizations.

Integrate this view with other filters, such as workstreams and date ranges, for a more in-depth analysis.

Note that, when using the Organization attribute as a grouping criterion, you may notice two additional “N/A” folders appearing in the reporting layout:

The first “N/A” folder aggregates tickets that have no associated organization. This is typically observed in ticket-related metrics.

The second “N/A” folder relates to agent activity that is not associated with any ticket (and therefore has no organization). This can be identified by metrics related to general tasks and/or untracked time.

We will continue to refine this display in future updates.

Why is Zendesk making this change?

Reporting on performance and the trends of the metrics that matter most to your organization is important for managers, team leads, and admins.

Filtering historical reports by organization, gives teams greater flexibility when analyzing performance across external clients, internal business units, or customer segments.

What do I need to do?

No action is required. To learn more, see About custom WFM report templates.