Using Drillthrough

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9 Comments

  • Quentin

    hi guys,

    I'd like to be able to select other metrics not present in the drillthrough list, for example on my query I have First Reply Time and Full Resolution time in hours, but with the drillthrough I can only display it in minutes:

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  • Eugene Orman

    @Quentin, as it is mentioned in the article, not all metrics can be added to the drillthrough at the moment. Unfortunately, there is no way around this limitation. We will be working on enhancing this functionality in future. Our apologies for the inconvenience.

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  • Joan Ling

    Hi Zendesk, might be a very basic question but when you use drillthrough how do you then drill back up to the original view?

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  • Steven Hank

    The main thing I want to do with the drillthrough function is to get to the actual ticket. When I filter this down to just the Ticket ID though, it is neither clickable or copyable like with Insight. Is there something I am missing or do I just need to hand type the Ticket ID into the support search bar?

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  • Eugene Orman

    @Joan, when you click on OK button the pop-up drillthrough window will be closed. 

     

    @Steven, at the moment clickable ticket IDs are not supported in the drillthrough. Our product team is aware of this need and will be working on this functionality later. This article explains how to set clickable IDs in the query itself: Configuring clickable links to tickets

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  • Steven Hank

    @Eugene, this doesn't appear to resolve the issue. The comments in the article you linked to show people requesting clickable links on the drillthrough function. It seems the only option here is to hand type in the tickets displayed into the Zendesk Support search field, since you can't even highlight the numbers in the drillthrough table.

    For anyone else with the same issue, please upvote this feature request: https://support.zendesk.com/hc/en-us/community/posts/360029583513-Feature-Request-Add-calculated-attributes-to-Drill-Through-

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  • Eugene Orman

    @Steven, you are right, the clickable links workaround doesn't work on the drillthrogh level. It only can be used on the query level. 

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  • Katie Smith

    Full confession - I'm a newbie to Explore.  

    When I use Drillthrough, it is showing me double of each ticket that is in a particular group.  Any idea why and how I can fix it?

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  • Jessica Blake

    Hi Katie,

    We might need to have a look at your query to figure this one out! Look out in your inbox for a ticket from me.  

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