Reporting with custom fields

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25 Comments

  • Chandra
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    Why do the reports show the tag associated with the custom field value instead of the actual field value?

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  • Gretchen Ladd
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    Hey Chandra,

    It's currently expected behavior that the tag will be displayed rather than the field value. It does look like we are planning on changing this in the future though; here is the Product Feedback post if you'd like to upvote it and comment with your use case:

    Custom drop-down field displays tags rather than title value

    In the meantime, as a workaround you can navigate to Calculations > Renamed Set in the query to manually rename the values. This article has a bit more information:

    Explore recipe: Using renamed and ordered sets to change displayed values

    Hope this helps!

     

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  • Massimo DiDio
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    Hi, 

     

    I have about 75 customer fields on my instance.

    I followed above advise, however, in zendesk explore, i can only see 1 custom field :-(

    What am I doing wrong? 

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  • Nick Dushack
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    Hi Massimo,

    Your custom fields should be appearing within Explore. As this sounds like an account-specific issue, I'm going to create a ticket and reach out to you via email. Keep an eye out for my reply.

    1
  • Mireille Pilloud
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    Long time listener, first time caller. Can you report on deactivated fields?

    According to this article on altering ticket fields, "The data in the custom ticket field remains stored in the ticket audits endpoint below. GET /api/v2/tickets/{ticket_id}/audits/{id}.json" 

    If that's the case, can I create a data set of deactivated fields and active fields?

    The longer version of this story is that we're updating custom fields (drop-down) across our org which requires that some values become fields. At this point, I'm considering deactivating everything and starting from scratch, but I don't want to lose the historic data held in our old fields and values.

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  • Gentry Geissler
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    Hi Mireille, thanks for joining the show.

    There is a couple of ways you can go about that. You may want to just keep the ticket field active, but remove the field from any forms on new tickets. If you deactivate, the data for reporting on the dropdown itself will disappear, but the tags will remain. The second route would require you to change your reporting to be based on whatever tags existed for the old dropdown field answers.

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  • Gal Zohar
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    A question about Organization Custom Fields

    In Explore, it seems we can only report on the org custom fields of the requester organization, but can't report on the custom fields of the ticket organization

    For non-custom fields, both options exist separately ("requester organization" vs "ticket organization"), but for custom field, all we get is the user's, which is LESS useful (for us, at least). 

    This is a major gap in our ability to report on tickets based on the organization they actually belong to. I know we can work around this with more ticket custom fields and triggers, but that would be a lot of triggers and we already made it complex enough. 

    Is there any plan to make the ticket organization custom fields available?

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  • Shera Esquivel
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    Hello Gal!

    The custom fields for Ticket Organizations are also listed under “Requester/User organization custom fields”. For Here's an example:

    I hope this helps!

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  • Gal Zohar
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    Hi Shera,

    What this seems to give me is not the custom fields of the ticket organization, but those of the default organization of the requester. So if requested X has two organizations, A and B, and A is the default, it will always show the values of organization A, even if the user opened a ticket for organization B.

    I hope that clarifies my issue.

    In this image, I filter a single ticket. You can see that the same ticket has two organization names - that of the ticket and that of the requester.

    "Client Type" is a custom organization field, and is available for me to select only ONCE. The empty client type in the image is this of "**** Main Account", and there is no way for me to see the Client Type of the ticket organization, "*** Brazil Search"

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  • Shera Esquivel
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    Hello Gal!

    Good day!

    I am sorry to inform you, but I have checked with our Developers and there is no option to pull all custom ticket organizations in Explore as of the moment. However, this has been suggested as a feature request. As a workaround, you may use tags.

    Best regards!

    -1
  • Nelli
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    Hello,

    I'm looking for a way to hide the empty cells from the table. I have my custom ticket field selected and it shows the ticket number. But since this custom field is new, I have a lot of blank values where the ticket number is high but the custom field is empty. Does this make sense? How can I remove these empty cells from the table, so that I only see those tickets where the custom field has been set? Thanks for any help!

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  • Devan
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    Hello Nelli,

    I would recommend filtering out the null values, so all that shows is the dates a value you are trying to report on. I've shared a screenshot below of what this should look like on your end. Let me know if you have any other questions and happy reporting!

    Best regards.

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  • Adam Hanna
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    Hello! Is there a way to turn a custom field into a date value for filtering? Currently, we have a custom ticket field that is a date, however when filtering can not go about the usual simple/advanced date options. Is it possible to convert these values to be able to filter by last week/this week/this month, etc without needing to choose each date individually?

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  • Devan
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    Hello Adam Hanna,

    Currently as Explore stand this is not possible. I would recommend posting your suggestion in our product feedback forums so our developers can consider making this change in future a update.

    Best regards. 

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  • Bill Cicchetti
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    I am trying to run a query on all agents associated to a particular custom field in the user section and getting unexpected results.

    I have create a field in the User record page to designate if a user is an actual agent and what support group they below to since we have multiple groups using our instance of ZD and for billing purposes we need to know how to prorate the cost to each department.

    When I simply create a report using the Support Ticket [Default]  using a

    metric of: Users and Organizations: Agents (d_count)

    attribute:  Agent Type [custom drop down]

    I get an accurate count for each agent type which is a good first step.  What Id like to do is be able to list all agents associated to each value in the choice list.  When I do I get names in groups they are not part of and "counts" in the metrics >1.  I tried a custom attribute that listed only users that were agents but that didn't work either. What interesting there is a metric for agents but no attributes.  When I try to use assignee I get a metric count >1.  thoughts?

     

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  • Devan
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    Hello Bill Cicchetti,

    So, unfortunately, the report you are trying to create isn't possible since Explore is not made to report on users. The report you are trying to run is counting based on tickets, which is where the root of your issue lies.

    Best regards. 

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  • Ron de Vries
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    Hi,

    Does anyone know how to get the text string visible in a query? So not only the count of how many times a text field has been used but also the actual text? Can it be shown or do I need to drillthrough to see it?

    Thanks in advance!

    -Ron

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  • Rob Stack
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    Hi Ron de Vries I don't believe that's currently natively possible in Explore. It's an excellent suggestion to add to our  product feedback forums though.

     

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  • Devan
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    On Wednesday, April 8, from 8:00am-10:00pm CDT, we'll have a special guest team of experts on hand to answer your questions about Explore: Reporting & Insights Migration in your Zendesk Explore instance for an AMA-style conversation!

    Just click the "new post" button and write up your question. Be sure to be as detailed as possible. The best questions include: 

    • What it is you're trying to do
    • What you've tried so far 
    • Any other context or relevant information
    • Screenshots, if you have them

    Questions posted to this topic in advance of the start time will be answered first thing on the 8th, so if you've got something you want our experts to look at, post it today!

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  • Jaïs Pingouroux
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    "Note: The Backlog history dataset does not contain custom fields."

    Are there any plans to change this? This is a huge impediment...

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  • Rob Stack
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    Hi @Jaïs Pingouroux there are no plans that I know of to add this feature at the moment. However, please do consider adding this request to our feedback page at https://support.zendesk.com/hc/en-us/community/topics/360001200913 This way, other customers can vote on the request and help the product team prioritize updates. Thanks!

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  • Duggan Everage
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    Hi all, 

    Does anyone know if custom fields flow through from Tickets to Calls? If we have a custom field for tickets, is it possible to filter the associated calls using that code?

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  • Kris Parker
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    I'm trying to build a report to find the resolution time on a ticket AFTER a custom field is used (we have a checkbox and also a dropdown that change so this event would be the triggering point to start the timer). 

    More details: 

    We have an internal SLA of x days for a resolution after we have all of the information needed from the customer. Sometimes it can take several days / weeks to get all of the details needed from the customer so reporting on the full resolution time isn't accurate. Once we have all of the needed data we set a custom field so this is when I am wanting to start the timer of x days. 

    Is this possible? I've been trying all sorts of ways to get accurate reporting on this to be able to gauge effectiveness of my team. 

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  • James Phipps
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    Hey Rob,

     Hope all is well.

     I am manually adding our total phone calls to a text field I added in a Dashboard and then it goes out every night at 8pm so it captures it on the report.

     Is there a way for Zendesk to keep a running total somewhere in Zendesk of a custom field? If enter it manually at the end of each day then I could create a monthly snapshot of this information...hope this makes sense.

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  • Rob Stack
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    Hi James Phipps apologies for the slow reply here. I'm not aware of a way you could automatically do this in Explore. You could create another custom field in Support where you manually enter the running total. Additionally, you might be able to use the Zendesk API to update the field in Support and then sync this with Explore.

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