In Insights, you can report on custom fields for tickets, organizations, and users.
The number of custom fields you can report on for tickets, organizations, and users varies. And it's important to understand how custom fields are imported into Insights (as facts or attributes) so that you can report on them.
For a complete list of Insights resources, see Insights resources.
Understanding how many custom fields you can report on
The maximum number of fields sent into Insights is 625 for ticket fields and 250 for organization and user fields. That total includes system fields and custom fields.
The number of custom fields that you can report on for tickets, organizations, and users is determined by subtracting the number of system fields.
- Approximately 500 custom ticket fields
- Up to 230 custom user fields
- Up to 241 custom organization fields
When you delete a custom field from your instance of Zendesk Support, it is also removed from your Insights project and does not count against your total. When you deactivate a custom field, it is not removed from your Insights project.
The order of the custom fields determines the order in which they are imported into Insights. So if you have more active custom fields than the limit for tickets, organizations, or users, the last fields on the list of custom fields will not be imported into Insights.
Understanding how custom fields are imported into Insights
The way custom fields are imported into GoodData depends on their type. Custom field types imported as attributes can be added to new or existing reports without taking additional steps. Numeric and decimal fields, which are imported as facts, have to be aggregated into metrics. See Making numeric and decimal custom fields available for your reports below.
|Custom field type||Object type in Insights|
|Multi-select||Not imported and doesn't count toward the field limit. To report on multi-select fields in Insights, you will need to use tags. See Insights recipe: Reporting on multi-select fields using ticket tags.|
|Single line text||Attribute|
|Multi-line text||Not imported and doesn't count toward the field limit.|
Making numeric and decimal custom fields available for your reports
You need to aggregate custom numeric and decimal fields into metrics to use them in your reports. The following steps explain how you can create basic metrics, like sums, averages, minimums, and maximums, to report on Time Tracking custom fields. For more advanced customization options, like mathematical functions and filters, you need to use the Advanced Metric Editor. For details, see the MAQL Reference Guide.
To create basic metrics from numeric or decimal custom fields
- Click the Reporting icon ( ) in the agent interface, then open the Insights tab.
- Click the GoodData link in the upper right corner.
- Click Manage>Facts.
- Select the custom field you would like to report on from the list.
- Click Create next to any of the Fact Aggregations. This will create a new metric performing the selected aggregation on the fact's values.
- Click the link with the new metric name that replaced the Create button. You will be redirected to the new metric's information page and can edit the metric's details.
You will now be able to add your metric in the What panel when creating reports.