Using drill in to refine your queries

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34 Comments

  • Katrien

    Hi, 

    do I understand correctly that the drill-in function is no longer available for dashboards? 

     

    2
  • Fernando Martins e Martins

    I Have the same doubt Katrien, where is the drill-in function on dashboards/panels?! When i click on the graph, nothing appears..

    2
  • Helene Huynh

    Same problem as above comments. I used to be able to click a field > click Drillthrough. After I enabled Drill In, added in all my desired attributes, I click a field and the only option that pops up for me is "Copy" rather than "Drill In" like the screenshot in this article states. 

    2
  • Andrew Nash

    As per the above. Also only getting a "Copy" message.

    Can I have my old Drillthroughs back instead?

    2
  • CaSonya Featherston

    I am actually able to use "drill-in" on my dashboard with no problem.  I just recently did a new query and added it to my dashboard on Monday and so far it is still working.

    1
  • Amanda H

    My fellow commenters - if I'm understanding your shared question/issue about the ability of drill in on dashboards correctly (I had the same one!), I believe this article should help? I was having the same issue you describe, but just followed these instructions and can now drill in on the dashboard itself. https://support.zendesk.com/hc/en-us/articles/4403518292762-Coming-Soon-Improved-drill-in-functionality-in-Explore

    I hope this helps! Apologies if I misinterpreted your question

    3
  • Andrew Nash

    Thank you Amanda H I have a sneaking suspicion that might be my problem as that first check box for enabling Drill-In on your dashboard was not ticked for mine.

    Zendesk Might be worth adding that section from https://support.zendesk.com/hc/en-us/articles/4403518292762-Coming-Soon-Improved-drill-in-functionality-in-Explore into this guide if you're pointing people here

    0
  • Chuck Todd

    Was trying out this new Drill-in capability on some existing queries.  Couple questions:

    1. Is there a way to define a default list of Attributes that applies to all queries/  Only change as needed on a specific query.  It is quite a bit of work to start over for every query.
    2. Can you reorder the fields you select for the Attribute list?  Couldn't find a way.  Kind of a pain if you have to remove and reselect the field list when you want to change the order, add a new field, etc.  We had that capability in Drillthrough to recorder columns.

    Thanks

    0
  • Erin O'Callaghan
    Zendesk Documentation Team

    Hi Chuck Todd, I've confirmed with our product team that it's currently not possible to define a default list of attributes nor to reorder the fields after they've been selected. That said, these are excellent suggestions and I'd highly encourage you to post them in our product feedback section

    0
  • Shona Coutts

    I am having some trouble with this.  Everytime I export my Drill-In results I get a blank Excel spreadsheet.  What am I doing wrong?

    0
  • Diego

    Hi,

    basically there is a crucial missing information here.

    Zendesk improved the drill function but (also if you have previously enabled drill trough) the new capabilities needs to be activated in every dashboard, just as a shortcut follow these instructions to enable it:

    Open your dashboard for editing.
    Click Tab options > Interaction options ().
    Select Enable drill in.

    Have a nice day :)

    0
  • Erin O'Callaghan
    Zendesk Documentation Team

    Hi Diego, thanks for pointing this out! I've updated the article with a section on how to enable drill-in on dashboards.

    -1
  • Eugene Orman
    Zendesk Product Manager

    Shona Coutts, I have created a ticket for you so we could discuss the blank export issue.

    0
  • Tina Yates

    even though I have enable Drill in some of my reports which had drill through are not showing the drill-in option, super frustrating!  OR the results are blank when clearly they shouldn't be

     

    0
  • Traci Lamm

    why won't the drill in work? I have in enabled at the dashboard tab level. I have the attributes set. But when I hover it says: Excluded from Drillthrough, Focus All, and Focus all other?

    0
  • Michael Rountree

    Hi, 

    I am also having issues with the "improved" Drill in tool.  The drillthrough worked fine IMO. When I try to run the drill in on certain tables, I receive 'Error Code 5' and to contact ZD support, so here I am.  Any guidance would be greatly appreciated.  

     

    0
  • Chris Murray

    I'm likely doing something wrong, but when I click drill-in it shows me ALL tickets in the query instead of just the list of tickets from the field I'm selecting. 

    Is there a way, with this new feature, to drill in to only the field I click on?

     

    (Example, if the report I pull has 1000+ tickets, but the tickets I want to drill into only has 15 tickets, how do I get drill-in to show me that data for just those 15 instead of all 1000+ tickets.)

    0
  • Walter Bellante
    Zendesk Product Manager

    Thank you to everyone who has provided feedback for our latest drill-in feature and rollout.
    We are listening, and are reviewing and reforming our internal processes to ensure future Explore updates are rolled out with ample time to learn about and adapt to changing features. We acknowledge the challenges this change has caused our users and are working hard to address the incoming feedback.

     

    Why we built this

    As of today, there are two available interactions: Drill-in and Decompose. We would like to share context around some of the challenges we are solving for with the new experience: 

     

    • The legacy Drillthrough interaction was not designed for common Zendesk reporting use cases and did not meet basic needs. You can find the feedback we received about the Drillthrough in these community posts. Unfortunately, there was no way to simply improve the Drillthrough feature without rebuilding it from scratch.
    • Our research showed that the overall concept and UI of the Focus and Filter other interactions were not easily understood or adopted.
    • The Decompose feature had outdated UI and some limitations, such as being limited to the size of the widget.
    • Finally, choosing the necessary interaction from the 4 options was a confusing experience for dashboard viewers.

     

    As a result, we decided to replace all interactions with the single Drill-in interaction that will allow users to achieve the same goals as Drillthrough, Decompose and Focus in a slightly different way. However, it is clear to us that the first phase of this feature has fallen short of expectations from our users and we are working to address this with future planned enhancements.

    What’s next for drill-in
    We are planning further Drill-in enhancements to meet the needs of our users, with the idea that Drill-in will eventually replace Decompose in the future. Please help us set the right priorities by letting us know which functionality you are missing in the new drill-in feature. You can do so by posting and voting for existing posts in the Explore community section.

    0
  • Ieva

    Hi,

    I am experiencing same issue as Chris Murray. When I click on the chart, I want to drill into a part where I clicked but instead I get to see ALL tickets rather than the ones from the specific part of the chart. 

    0
  • Chris Murray

    Hey Leva,

    I think the only option we have now is to use decompose to get close to what we used to your drill-through for.

    Now what I've been doing is, clicking on the data I used to be able to drill-through into, choosing decompose, then selecting a few things I need to see (Ticket ID, core issue, subject, time, etc). It then basically changes the whole report to zoom in on those numbers for that data point you clicked on.

    Not as convenient or helpful as drill-through was in my opinion, but it's better than nothing. 

    0
  • Kiko Li

    Hi,

    In the Zendesk support dashboard - efficiency tab - tickets by first reply time brackets, this bar chart has drill in enabled, but when I clicked on the bars on the dashboard/query editor, it wouldn't show me the drill in option. Any ideas?

    0
  • Cheeny Aban
    Zendesk Customer Advocate

    Hi Kiko Li,

    Drill-in can be enabled on a query level. Can you confirm if it was already enabled on the actual query? If yes, and the issue persists, you may reach out to our Customer Support to have a closer look into your account

     

    0
  • Mark Leci

    With this reworked functionality should you be able to use 'drill in' with a KPI in a dashboard? You used to be able to with the previous functionality, but now that option is gone from my dashboard although drill in is enabled in the query I'm looking at

    0
  • Giuseppe
    Zendesk Customer Advocate

    Hi Mark,

    Using Drill In is still possible in Dashboards if the option is enabled in the query, but like in other dashboards, you'll have to be in the Edit mode.

     

    0
  • Kevin

    Hello,

    I have been unable to get the drill in function to work in my query when there is a null value in the row. In the example below the PMO Resource row has a null value with a count of 185 open WO's. When I  drill in on the ticket count of 185 I am getting the message that no data is available. However, I am able to drill in to the data from the ticket count column where there is a PMO Resource name. Has anyone else ran into this issue and been able to resolve it? If so, how? Thank you!

     

    0
  • Mike Talbott

    Hello,

    I'm having a very odd issue that I don't see reported here. When I enable drill-in on my queries and do not select any data for the drill-in to display, it displays a column named "Tickets" with a number below it.

    When I do select data for the drill-in to display, such as Ticket ID and Ticket Subject, this "Tickets" column still appears. What's weirder is that the column sometimes displays a number that's not consistent with the number of tickets displayed. So, for example, after clicking on the number of tickets cell in my report, the "Tickets" column on the drill in identifies 1 ticket as 2 tickets and it's messing up the data in the report, as well, by incorrectly reporting the number of tickets. It adds up the number of tickets displayed in this "Tickets" column, which is incorrect.

    Please see the attached screenshots. I'm including a screenshot of when I don't select any data for the drill-in and a screenshot of when I do select data (Ticket ID & Subject in this example). This is a pretty significant bug that is jeopardizing the integrity of our reporting.

    We've already contacted Zendesk support about this and they basically threw up their hands and said, "I don't know," as if we just have to tolerate this bug because they're unable to figure out what's causing it.

    Please help! Thank you.

    NO DATA SELECTED FOR THE DRILL-IN:

     

    WITH TICKET ID & TICKET SUBJECT SELECTED FOR DRILL-IN:

    0
  • Dave Dyson
    Zendesk Community Team

    Hi MIke,

    Can you point me to the ticket where you were working with our support team on this? Also, can you let me know what your query setup is for this (metrics, rows and columns if any)? Thanks!

    0
  • Gravity CX (APAC Reseller)

    Quick question, does Drill-in respect dashboard filters?

    For example, if I filter the dashboard and the subsequent queries return filtered values, when drilling-in to those dashboard filtered values, does drill-in respect these filters and only shows the drill-in values according to the dashboard filters?

    0
  • Mike Talbott

    Hi Dave,

    Thank you for the response. The Zendesk support ticket number was 6934122. FYI, my colleague, Richard (fake screen name) contacted Zendesk support in that ticket.

    Regarding the ticket setup, please see as follows:

     

    That's for one of the queries. Let me know if you need the other query, as well. Thanks again.

    0
  • Diego Garcia

    I have the same situation before something change in zendesk in my dash I was allowed to drill or focus with the select  square to select the data in the bars now  I don´t know-how is effective this process is only available in the edition 

    0

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