Allow Numeric Fields to Appear in Rows/Columns Not Just Metrics
Feature Request Summary:
Zendesk Explore should allow for numeric ticket fields to be included in Rows and Columns, not just Metrics.
Description/Use Cases:
We have tickets fields we have marked as numeric that are specifically designed that way because the data will always be a numeric reference number to a log in our system but is not a calculated item, simply an identifier. It is created as a numeric field to prevent Support users from entering invalid alpha characters in that field.
Business impact of limitation or missing feature:
Recently discovered that numeric ticket fields cannot be included in Rows/Columns and are only available as metrics, regardless of whether the item is a metric or data field.
To work around this issue, we would have to remake the field as a text field, losing existing data already input in the field, as well as risk our employees entering invalid characters in that field.
Other necessary information or resources:
Additional information and a specific example from our site are available on our Zendesk ticket https://support.zendesk.com/hc/requests/6792606
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Hey Sara - There is a way to create a standard calculated attribute based on a numeric ticket field that I've found extremely helpful for the exact reason you described.
Here's the formula I use:
IF (VALUE(Numeric Field Name) != NULL)
THEN VALUE(Numeric Field Name)
ENDIFYou'll just want to replace the bolded Numeric Field Name text with the name of the exact ticket field you'd like to use.
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Hi @...,
Thank you to share your solution! I went through the same process and created a standard calculated attribute using your formula, but the new attribute is still displayed under Metrics Segment only. (sharing my formula)
Could you please let me know how to make it available in the Row/Columns segment as well?
Thanks,
Kuldeep
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Hi @... - Based on your screenshot, it looks like you may have created a Standard Calculated Metric instead of a Standard Calculated Attribute which would explain why you're having trouble seeing this new metric available in the Rows/Columns section.
Sharing a screenshot of where you can find this option in the Calculations menu:
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Works perfectly! Thanks so much @....
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