Reporting on custom fields in Insights (Professional and Enterprise) Follow

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    Chris Dunphy

    I am having the same issue. Custom drop down fields are populated in tickets but the field is not showing in the How tab in Insight Reports. I even brought the fields up to the top of the list but don't seem to be synced to Insights. Any ideas what I can do to get the fields migrated for use as attributes in Insight reports?

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    Jessie Schutz

    Hi Chris!

    Zendesk and Insights sync up hourly for Enterprise accounts and daily for Plus accounts. If the custom fields are new, or if you've had them for a while but only just started getting tickets with those fields populated, you probably just need to wait for the next sync-up to complete in order for those fields to show up in your Insights.

    I see that you're on the Enterprise plan, so I do want to point out that "hourly" in this particular case doesn't mean that Zendesk and GoodData sync every hour, on the hour. Depending on the amount of data in your Zendesk, it might take more than an hour to complete each sync. Your new sync will start one hour after the previous sync completes, regardless of how long the sync itself actually takes.

    I would venture to say that plenty of time has passed since your post, so you should be able to see those fields in your Insights now. If you can't, try refreshing your browser, and/or clearing your cache and cookies. If that doesn't do it, send a ticket over to support@zendesk.com so we can do some more in-depth troubleshooting for you!

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    Chris Dunphy

    Hi Jessie,
    Thanks for the response. I have had a ticket in since Wednesday, and yesterday I went through GoodData but they sent the ticket to Zendesk, so I ended up with 2 tickets at Zendesk. They merged them this morning but never heard from anyone, thus my attempt to contact someone through this thread. I did clear the cache and cookies, along with refreshing my browser, but no luck. The field still cannot be seen. I guess my only option is to wait until they get to the ticket? The avg response time recently is 4 days.

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    Jessie Schutz

    Hey Chris!

    We're experiencing a really high volume of tickets right now, but it looks like you heard back from an Advocate over the weekend. I'm sorry for the delay!

    It looks like the solution to your issue will be to rearrange the order of your custom fields. By putting the fields you want to report on at the top of the list, you're ensuring that they get synced over even if they're not as active as some other fields you're not reporting on.

    If you have any other questions about this, you can let me know or reach back out in your ticket!

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    Melissa (Edited )

    My question is similar to Ola's.

    I have a drop-down list as a custom field for all tickets. These drop-down lists are organized in a way that they contain several layers of data, and I would like to report on each layer. For example:
    Feedback --> Company --> Positive
    Feedback --> Product --> Positive

    In Insights, I can see the custom field as an attribute, but when I try to filter by value, I can only see the top-level value (i.e., Feedback). How can I see and filter by each of the values in the custom field (i.e., Product --> Positive)?

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    Philippe Bethge

    Hi,

    I am referring to the request by Chris from 21st of Nov 2014.

    It was mentioned his request was solved, but I do not see a proper answer.
    I am working in an environment with multiple groups of agents, while the groups might work on the same type of request, tickets might be un- and or reassigned between those groups.

    I would like to be able to compare the groups based on specific events by their group's updaters.

    I know, I could create variables, consolidating all updaters that are part of such a specific group, but in the environment I am talking about we are facing up to 100s of Agents in some cases. While we may ramp up and down from time to time... administrating this variable almost becomes impossible.

    So... is it possible to store the information of the Group of an Agent (Updater) into something like "Updaters Group" on Updater level?

    Example:
    Let's say Agent X, who is part of Group A, solved ticket #12345 at Date (Event) 01.01.2015.
    Now Agent Y (part of Group B) had to re-solve the ticket at 02.01.2015.

    If I would want to have the information of # of solves per Group in January 2015, both the solves would be displayed on Group B, because the Group attribute which is in place is ticket centric.

    Long story short:
    There is Ticket Group (Historic) which seems to be on event level data. But not useful for my case because it only gives me the group of a ticket BEFORE the update in scope.

    I am missing Ticket Group (Event) or something like this. Something that is either
    1) giving me the information of buckets of Updaters (In my case Group A, Group B, Group C... etc) at the moment of the update.
    2) Or even better: storing the Updaters Group information in an event of the update when the Updater updates the ticket.

    Hope that all makes sense.

  • Avatar
    Sam Michaels

    Hi Philippe,

    Great question! Have you tried filtering using the Ticket Status (Historic) attribute value of Solved in combination with the # Ticket updates?

    I am thinking of something like 'What' is # of # Ticket updates.
    'How' is based on how you would like to slice by Date (Month/Year) as well as the Ticket Group (Historic) data.
    And the filter is what I specified earlier that filters based on the Ticket Status (Historic) = Solved

    In my testing, this appears to give the correct results for historic events (in this case historic solves on a ticket).

    I hope this helps you out!

  • Avatar
    Philippe Bethge

    Hi Sam,

    thank you for your answer.

    Unfortunately it only seems to give correct results.
    I already spotted some outliers due to a missing following ticket update or due to group-changes from one to the next update.

    If there is no update / no text field change after the ticket was set to solved, the handling is not visible.
    If there is no present, there is no past, leaving us without a historic attribute, right? Meaning the newest updates information will never be visible, going for historic attributes.

    In detail on one sample ticket, it gives me an update for a historic group at the time a customer reopened the ticket. But I want the time of the handling itself, not the following.

    So I am still looking for a Ticket Group (at time of event). Something that pushes the information of the current group at the time of a tickets update to a field to report on.

    Is this planned for the future?

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    Amy Dee

    Hi Philippe! Whenever a ticket text field change is submitted, Zendesk always notes the values in a few select fields, even if they were not changed in the update. These are the attributes that have a “historic” option in Insights: Status, Group, Assignee, and Priority.

    This means you can see what the ticket group was during any text field change event. The trick is identifying a specific event. The default metrics, like # Ticket Updates, are broad and inclusive. You would need to customize the metric:

    • SELECT # Ticket Updates WHERE [Text Field] New Value = [Status] solved

    (If you haven’t used the advanced metric editor, check out this tutorial from GoodData.)

    This metric counts only those ticket updates where the status was changed to solved. You could then put it in a report like this:

    • Under What, choose the customized “Updates where status changed to solved” metric
    • Under How, choose Ticket Id, Ticket Group (Historic), Updater, and Date (Event)
    • Under Filter, choose a “List of Values,” select Date (Event), and set a floating range.

    This report would show you the number of times each ticket was set to solved, what group it was in at that time, who made the update, and when the update occurred.

    There are limits to historical reporting. Fortunately, since you’re looking at the status and group, you should be able to get the results you want. Happy reporting!

  • Avatar
    Kwokmun Lee

    Hi Zendesk,

    I have a problem that is quite similar to that of Chris' and Philippe's. I find Zendesk to have a lack of agent management features that would enable me to pull ticket data for agents of a particular group or location. The group I am referring to is not the ticket group. Instead it's a group that I'd like to organise agents based on geo or functional group within the company.

    The way ticket group works in Zendesk is to facilitate ticketing workflow and ensuring that agents have access to the right views. Let's suppose that we have an example like this:

    I have two agents: Agent B and Agent 2. Agent B is an engineer and Agent 2 is a customer experience agent.

    I have four views for Android and three views for iOS and five views for Other Mobile. Furthermore, I have three Ticket Groups: Android, iOS and Other Mobile that will enable agents to access the respective views.

    Agent B is assigned to Android and Other Mobile groups. Agent 2 is assigned to all three groups. As you can imagine, this is an overly simplistic view of the situation because in reality, there would be a lot more ticket groups and perhaps hundreds of agents.

    Regardless of what ticket groups they are assigned to, the group that matters to me most is actually functional in nature and I can't quite define it in Zendesk. Agent B (and other similar agents) are what I consider to be part of the engineer group and Agent 2 (and similar agents) are part of the non-engineer group.

    Here comes the business question: I want to be able to easily pull the number of replies that were sent to our customers (AND/OR the number of tickets assigned to) by the engineer group. I can't use ticket groups because each individual might be assigned to different groups and without knowing for sure what are they, it's difficult to know which to add to the report filter. Besides, it is possible that engineers and non engineers are assigned to the same group.

    I could tell who's who by the name so I suppose I could add "Ticket Assignee = B, C, D etc" or "Updater = B, C, D etc" to the report. If I have hundreds of agents, I can't be selecting every engineer who does tickets individually. Updating reports will not be scalable especially if I have to go back and update ALL of my reports to add just one person every time a person starts.

    A better solution will be to have an Assignee/Updater Cohort of some sort and I can filter my reports by that field instead. The changes within that cohort need only be done on the admin side once if someone moves between cohort or if someone new starts. The report filter will always stay the same and the changes on the admin side will be automatically reflected.

    Am I missing a feature that could do this in Zendesk? It looks like you responded to Chris privately (who has a similar problem) but you never posted a solution here. Curious to know.

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    Colin Piper

    Yes, wouldn't it be great if tags were copied from the agent to the ticket when a ticket is assigned? Sadly not. 

    I have a custom field called "Department" which I maintain using triggers. In my case the department is based upon the Group but there is no reason why this cannot be Agent based. Unless you have a very high turn over of agents, it would not be too difficult to create triggers to do the mapping. So Agent 2 is in department x. You would have one trigger per department with all relevant agents listed as ANY conditions in the trigger.

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    Chris

    It's over a year later but I agree wholeheartedly with Kwokmun and Philippe.

    BRING custom user fields over to the Updater object, and preferably the Submitter and Assignee object as well. You've already done it for User (really Requester as it's linked to Tickets). You've already done it for Updater timezone (my work-around for Office in conjunction with variables).

     

    We want to sort ticket solves by department, functional group, role, and whatever custom user fields we can think of.

    Speaking of role, you should also attach 'custom role' to insights as well. That would be far more useful than simply 'agent' or 'admin.'

    Is this absolutely critical? Well, no, there are myriad work-arounds, many imperfect. But it would make life a heck of a lot easier for much of your user base. Also, it appears to me (since you already accomplished bringing over updater timezone) --- that adding these would technically very easy, and I really believe that until proven otherwise. I wonder why this particular feature hasn't been looked at already.

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    Jeff Callahan

    I am unable to see any of my Custom Organization fields under the GoodData facts.  Am I missing something?

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    Niall Colfer

    Hi Jeff. Sorry for the delay here, looks like my colleague Mandeep got back to you on a ticket and saw that you were using a multi-line text field, which is not synced as above, and a date dimension which is captured slightly differently.

    Hope this is all resolved now, but do let us know if not and we'll be happy to help! :)

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    Mike

    I have a question.  We have added a numerical field to tickets (Order Number) and we'd like to get a report of the number of replies per order.  The issue is that the reporting system only wants to import that field as a fact and wants to do the AVG or SUM of it.  This doesn't make sense for an order number.  Is there a way to report on this attribute individually instead of creating a statistic around it?

     

    Thank you!

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    Blaine Knab

    Hi Mike,

    Thanks for reaching out with your question.  Unfortunately there is no way to accomplish this with a fact.  If possible, I would recommend using a text field rather than a numeric field for your purposes.  A text field will come over to Insights as an attribute and allow you to build a metric/report that achieves your goal.  I apologize for the inconvenience here.

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    Dan Ross

    Please Zendesk! Fix the reporting so that multi-line text data can be seen in reports! 

    We have critical data in a multiline field and only found out after collecting much of it that this field cannot be reported on. There's no warning when your users create their custom fields that the data contained within can't be reported on!

    Even a preview like you do for Single Line Text fields would be enough!

    Thanks for reading!

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    Rob Baker (Edited )

    Why do we need to create a fact aggregation simply to show the value of a custom org field in an Insight report?  There seems like there should be an easier way to accomplish this--especially given there is no way to directly copy the value of a custom org field to an equivalent custom ticket field.  I selected Min->Create and just hand edited the SQL to only include the raw SELECT to return the value itself as a workaround.



     

     

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    Rebecca (Edited )

    Hi Rob!

    Sorry for the confusion here! In Insights, a metric should always return a single value however a fact is referring to a set of data. An aggregator in GoodData tells the system how to aggregate the custom field and properly return a single number/value to display. If you slice by Ticket ID you're only expecting to get a single value so you can 'select fact_name' (one value=1 ticket). On the flip side, if you try to use select face_name and do not slice by Ticket ID you'll get an error on your report because you'd be returning multiple values for what Insights believes should be a single value.

    Gooddata has a great resource on this topic here that goes a bit more in-depth.  

    I hope this helps explain what you're seeing!

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