Insights recipe: Reporting on nested drop-down fields

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  • Dipesh Dave

    Hey Bettina,

    I'm going to respond to your question on Stephen's behalf.

    I was able to replicate the process to find Custom Attribute Label <Field Title> [<Field Title>].

    • You will want to first select Attribute Label.
    • Then find the Field Name
    • After clicking on the Field Name, you should be able to Select Custom Attribute Label <Field Title> [<Field Title>]

    In case you still run into issues, please feel free to email us at with screenshots of what you see. This will allow us to take a closer look into what might be going on.


  • Dasha Sklyarova


    This is a great recipe, thank you very much.

    My question: I have 5 nested fields (categories), each of them has multiple subcategories.

    E.g.: A (A1, A2, A3..), B (B1, B2, B3...) and so on

    Is it possible to display in one bar chart report # of tickets per each of 5 fields so that I also see how many tickets per subcategory sit within each field? So that these subcategories create a stacked bar?

    I hope I'm explaining myself well.






  • Sophie Maini-Gastou

    Hi all,

    I tryed this method without succes : 

    No data match the filtering criteria

    Here is my Metric : 

    SELECT % Satisfaction Score WHERE Custom Attribute Label Module [Module] LIKE "%<Learning>%"

    Of course, I have Satisfaction Scores for theses tickets.... 
    Any idea to help me  ?


    Thanks !

  • Jessie Schutz
    Zendesk Team Member

    Hi Sophie! Sorry for the delayed response!

    The most likely culprit here is that Insights needs to sync with Zendesk before that data will actually show up. Is the data still not appearing, or has this resolved?

  • Jessie Schutz
    Zendesk Team Member

    Thanks for letting us know, Sophie!

  • Judd Higgins

    I can't seem to find a Recipe for this in the Explore Help Center. We want to start using the About Fields and Nested Drop-down Fields, but are not sure how to report on them in Explore.

  • Chris Williams

    Following up on Judd's question, wondering if reporting on nested drop downs is feasible in explorer? Thanks! This article is super helpful but I don't have the ability to create reports in insight (only in Explorer) 

    Thanks yall!

  • Graeme Carmichael
    Community Moderator


    In Explore, you can create a custom metric:

    • IF CONTAINS([MyCustomField],"TextToSearch::") THEN [Ticket ID] ENDIF

    Ensure you use the aggregate COUNT.

    Explore does give you more options for this kind of analysis. This article shows how to group together common items such as nested custom fields or support groups.

  • Joe Beaudoin
    Zendesk Customer Advocate

    Thanks for weighing in, Graeme!

    Chris, hopefully that provides the kind of know-how you need to make things happen on the Explore platform!

    Keep us posed if you have any other questions and thanks again.


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