Plan requirement
| Subscription | Suite Professional or higher, Explore Professional or higher |
| Access | Admin |
Only with a calculated attribute, and Zendesk publishes the formula. Organisations give you the same breakdown without one, and keep working.
Can I group a report by email domain?
Not with a ready-made attribute for the address. There is Requester email, but nothing that takes the part after the at sign, so you build a standard calculated attribute, name it Requester email domain and put it in Rows:
REGEXP_EXTRACT([Requester email],"([^@]+)$")
Add the Users metric, a date filter, and sort by value descending.
The trap in a Dutch account
Formulas follow the language of your Explore account. Pasting that English formula into an account that is not in English produces a syntax error, so it has to be converted first.
What it will not catch
Personal addresses, a customer using several domains, and the business account signed up with a private address. The formula is right and the picture still wrong.
The answer that keeps working
Organisations. Fill in the Domains field on an organisation and users from those domains join it automatically when they first submit a request or register. After that, Requester organization domains and the organisation name are built-in attributes, so every report groups by customer without a formula, and the organisation also holds their segment and plan.
Four things to know before you rely on it
The address generally has to be verified, unless the profile is created with the first ticket and that ticket arrives by email or chat. Somebody unverified who wrote in before you set the mapping up must be added by hand. A domain already mapped elsewhere sends new users to the first organisation alphabetically. And removing a mapping removes that organisation from every user it mapped, which is not what anybody expects from tidying up.
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