Reporting with custom fields

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37 Comments

  • Ben Van Iten
    Zendesk Community Team

    Hi Jason,

    In that case I would put the metric as "Tickets" then for the column or row put your custom field. You can then remove the blank values this way: https://support.zendesk.com/hc/en-us/articles/360044348313-How-do-I-exclude-blank-values-from-my-query-

    This will give you all the results for the times when that field was selected. Let me know if I'm off base with what you're trying to accomplish!

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  • Kristie Thomas

    Hello All,

    I am trying to run a report on individual tickets that are categorized under a certain ticket field.

    For example, one of our ticket fields is "Cancelations/Refunds." Is it possible to go somewhere and pull up all individual tickets that have this ticket field assigned to it, easily? Further clarification: Is there a way for me to pull up from 2/1/21 to 2/7/21 each ticket that has this custom ticket field assigned to it?

    Currently, I am having to go through each agent and pull the ticket numbers from the "recently solved" tickets and this is way too time-consuming. There has to be an easier way!

    Thanks for any help that can be offered :)

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  • Kay
    Community Moderator

    Hi Kristie,

    In Explore you can set a filter to that custom ticket field.
    Depending on how you've configured the custom ticket field, you could set the filter to something like Cancellations/Refunds includes/excludes NULL.

    That filters all tickets where this field is set.

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  • Bobby Quezada

    Hi, 

    Can we report talk data based by custom organization fields. For example, were looking to be able to report on all callers with the organization field of "free", and view metrics like total talk time, and total calls. 

    0
  • Eric G. Gao
    Zendesk team member

    Hi Bobby​,

    You can report on organization fields to a certain extend when working in the Talk dataset in Explore. You can find the list of reportable org fields here: https://support.zendesk.com/hc/en-us/articles/360022365173

    For example:
    -Organization name
    -Organization ID
    -Organization domains
    -Organization status
    -Organization tags

    Note that custom org fields (or fields outside of the list above) will not be available for reporting in Explore, but we are happy to forward any field requests as product feedback to our Explore team.

    Hope this helps Bobby​ and let us know if there is anything else we can assist with.

    Warm Regards,

    Eric G. Gao | Technical Support Engineer | Zendesk

    1
  • Alex Aguilar

    Hi,

    Couple questions:

    1. Is there a limit on the number of fields that can be report on in explore? I know there was a total limit of 625 for Insights which was roughly about 500 custom fields.

    2. Are multiselect fields reportable in Explore? Insights didnt allow them to be reported out on. 

    1
  • Ivan

    Hello!

    Can I use a Sell Contact's custom fields in Explore? In Sell reports I see all these fields, but in Explore (using Sell dataset) I see only standard fields and no one of my custom:

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