Can I report on the email domain of users

Not directly, and there is a better answer available than the workaround: use organisations instead.

Not directly, and there is a better answer available than the workaround: use organisations instead.

Why not directly

The email address is a single value. There is no built-in attribute that takes the part after the at sign and groups by it.

The workaround

A calculated attribute on a cloned dataset that extracts the domain from the address, which you can then group by.

It works. It also breaks on personal addresses, on customers using several domains, and on anybody who signed up with a private address for a business account.

The better answer

Organisations, with domain mapping. Zendesk can assign users to an organisation automatically based on their email domain, and then every report can group by organisation without any calculation.

You get the same breakdown, plus a place to hold the customer's segment, plan and account manager, and it stays right when somebody uses a second domain.

Which one to choose

If the question is asked once, the calculated attribute is quicker. If it will be asked again, set up organisations, because the workaround has to be maintained and organisations pay for themselves elsewhere.

Check the mapping first

Domain mapping only helps where it is actually configured. Before building organisation reports, check what share of your users have no organisation at all, because that group falls out of every breakdown silently.

See also

• Reporting on users and organisations
• Creating a standard calculated attribute
• What an organisation is and when to use one