Reporting on custom fields in Insights

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  • Rachel Braynin

    How do we get on the list to Beta the GoodData replacement product? Is there a roadmap?

  • Jessie Schutz
    Zendesk team member

    Hi Rachel!

    We're not currently enrolling new users in the Explore Early Access Program, but we're planning to open it up again later this year. If you're interested in participating once that happens, you can send an email over to, and we'll let you know when we're ready for you! Be sure to include the subdomain that you want to be added to the EAP. :)

  • Landy Hite

    With the new custom field functionality that is being rolled out in the next week, will there be expanded reporting capabilities? For example, reporting on Multi-select fields that are not Tags.

  • Amy Dee
    Zendesk team member

    Hi Landy! The new ticket field admin page is going to be awesome for Zendesk workflows and field management. For anyone following this thread, the details are in this announcement.

    It doesn't actually change how the field data is stored in our API, though. This means the reporting options for custom ticket fields won't change with this update.

    We don't currently have plans to sync Multi-Select Fields to Insights as field values. Insights doesn't have a supported field type at this time, so the raw field data is difficult to use (at best) and not particularly useful.

    I hope this helps! Happy reporting!

  • Grace Kim

    If I deactivate a field, can I still use it in GoodData reporting? For example, I have a category and a subcategory. I've applied triggers to automatically fill out the category based on the selected subcategory. Since this is done automatically, I want to deactivate the category field so that agents don't have to worry about it. Will this prevent me from reporting out on the category field in GoodData?

  • Agustin

    Hi! Is it possible to export/download a report of tickets made with custom fields? 

    Say I define 3 custom fields (1 drop down, 1 text, 1 numeric) for my tickets, can these be exported or downloaded to a csv/xls file? 

    Many thanks! 

  • Claire K

    Hi, I'd like to be able to do this too Agustin - create a simple table in a report to include Attributes from drop down / single line text.

    I have a requirement to report on postcodes to create a heatmap - I need to be able to export the answers from a custom form into a csv file. 

    I can't work out how to get the custom form fields added into the "What" so they are displayed as columns. 


  • Pedro Rodrigues

    What Chris mentioned in 2016: custom roles are imperative in Insights, especially for large accounts.

    Especially if you have hundreds of agents across a dozen custom roles, and you need to create a report that helps you keeping track of who's who.

  • Philip Purdy


    I need some help and advice.

    I'm trying to slice and dice my ticket fields reporting. 

    I have created three ticket fields (let's say A,B and C) based on what customers input in our Submit a Request form

    In Insights, I'd like to report on how many contacts we've had about A from people who contact us based on their selection of B.

    Anyone know if it is possible to slice and dice like this?




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