In Insights, you can report on custom fields for tickets, organizations, and users. (For information about creating custom fields, see Adding and using custom ticket fields, Adding custom fields to organization, and Adding custom fields to 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.
- Over 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 Reporting, then select the Insights tab. Click the GoodData link in the top right.
- In the GoodData portal, click Manage in the top toolbar, then select Facts from the sidebar.
- Select the custom field you want to report on from the list.
- Click Create next to one of the aggregation options under Fact Aggregations to create a metric using that operator. For details on the operators, see the Aggregations section in the MAQL Reference Guide.
- To view and edit details about the metric, click its title.
You can now add your metric to a new or existing report from the Report Editor's What pane.