Adding drill-in to your Insights reports

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  • Brendan Farrar-Foley

    This shows 2 metrics in the drill down, when I edit my reports I can only seem to add one.  Am I missing something?  

  • Dennis Lynn
    Zendesk Customer Advocate

    This screenshot in this guide is using a report that has two metrics in it. When you click "Show configuration" then click "Drill In Settings", you will see the option to add a drill step for each metric seen in your report. If you are only seeing one, it likely means that either A) You only have one metric in your report when you look under the "Show Configuration" section or B) You are seeing this in the report editor by clicking on the "What" of your report, and then by clicking on an individual metric. With option B, you are only going to see one option because you are only reviewing one metric at a time. I've highlighted where each of these are located in a screenshot from my test account below:

    I hope that helps clarify things here! Happy reporting!

  • Brendan Farrar-Foley

    Hi Denis, thanks for the response.  I think I phrased the question a bit incorrectly. 

    When I add multiple metrics, I get a Drill down dropdown for EACH of those metrics as you've pointed out.  (See image below.) . 

    What I would like to do is in the resulting Drill In Report I want to have more than just the Ticket ID.  Using the example here I might choose Ticket ID, Subject, and Solve Time as an example.  

    Even though I see the 3, one for each Metric included in my report, it only lets me specify the single metric that appears in the Drill Down report.  


  • Biscuit

    Hi Brendan,

    If you want to create more sophisticated drill-ins, you need to create them on the dashboard where the report is placed. On the dashboard, click edit and then the cogwheel. An option called "drilling" is selected and then you can add a pre-existing report... voilà!

  • Brendan Farrar-Foley

    Thank you @biscuit!  That is exactly what I need.


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