Explore's drillthrough functionality gives you a more in-depth view of your data by providing you with a table of attributes and metrics that relate to the data selected in the query. Drillthrough first filters data based on the values you select and then slices it by each attribute you chose.
In this article, you'll learn about some best practices for using drillthrough. To find out more about other available query interactions, see Interacting with queries.
This article contains the following sections:
Select only the attributes you need
All attributes in the dataset are selected in drillthrough by default which might result in a table that is too big to be usable. To produce a more manageable table, deselect all drillthrough attributes in Chart configuration > Drillthrough and select only the elements you want to include.
Apply filters at the query level
Currently, drillthrough doesn't take into consideration any metric level filters. To ensure that the drillthrough results are filtered correctly all necessary filters must be placed in the query itself.
For example, if drillthrough is applied on the Solved tickets metric (which is filtered to return only solved tickets at the metric level) the results it will generate will actually be based on all tickets in any possible status. To avoid this, the Ticket status filter needs to be added to the query:
Query all needed data tables
Each dataset consists of multiple tables that are queried depending on the field selected in the query builder. Drillthrough can display only attributes or metrics that are part of the already queried data tables. So, if only the Tickets table was queried, attributes like Assignee Name and Requester Organization name are not shown in the drillthrough table, because they are located in the Assignee and Requester organization tables respectively.
To query all necessary tables add one of the attributes located in the data table to the query filters and select some or all values. For example, to query the Assignee table use the Assignee role attribute and to query the Requester organization table use the Requester organization status.
If an attribute is added as a filter to ensure the required tables are queried, but nothing for that filter is selected, select to exclude NULL values.
44 Comments
I know, right! I held off on moving to Explore hoping this would get simplified. Even with this work around if you have a report with ticket counts only and want to drill into it to get to the ticket ID and click on it you can't.
I have created a KPI query for the Count of Unreplied Unsolved Tickets. So it is simply a number I see as a result. I also setup the drillthrough attributes I wish to see on drillthough. However, unlike my other queries that are charts and tables, I am not getting the option for a drillthough when I click on the resulting number. How can I drilltrough on this?
Hey Laura,
Any chance you could provide a screenshot of the report you're trying to create a drillthrough for? This will help point us in the right direction for troubleshooting this issue.
Thanks!
Let me know what else you need. Thanks
Hi Laura!
KPIs are a bit different and will need interactions enabled before these options appear. You can find steps on how to enable these here: How can I enable interactivity options for KPI visualizations?
Hope this helps!
Perfect! Thank you Taylor!
Get used to the fact that drill-trough does not work as you would expect. No URLs to tickets, many fields do not even display the information, etc.
At current state the feature is basically totally useless.
Hi Eugene Orman,
Any ideas what filter could be applies to limit Drillthrough output to unique tickets per row only when Tickets Updates dataset is used? Broken my mind to find this out. :)
Hi Andrei,
Thanks for reaching out! Unfortunately, this is expected behavior as data within the drillthrough table will repeat for each update made on the ticket when using the Support: Ticket Updates dataset. There isn't a workaround at this time but our Product team is working on rebuilding this feature as mentioned by Eugene here.
Best,
Hi Taylor Bowser,
I see. Thank you for your help.
Hello
I also have the issue of duplicates in drillthrough. The scenario is a very basic report on tickets created and solved per months, using the ticket updates dataset.
Upon drilling throug I have tons of duplicates for each ticket - I guess this is because I use the ticket update dataset and it shows a row for each update, not for each ticket.
1 - can we suppress duplicates in drillthrough somehow?
2 - or how to build a simple bar chart: tickets creates and solved per month using only the tickets data set?
Hi Thomas,
Unfortunately, it is not possible to suppress duplicates in the drillthrough table at this time. I recommend adding your feedback to our Explore Product Feedback Community.
If you're filtering by a specific date range in your query, you'll want to continue using the Support: Ticket Updates dataset as this allows for filtering by the Time -Ticket Updated for both Tickets Created and Tickets Solved.
In the Support: Tickets dataset you do not have this attribute to filter by so you would need to create two separate queries for both Tickets Created and Tickets Solved so you can filter by the relevant events (Time - Ticket Created, Time - Ticket Solved).
Hope this helps!
Does this mean dashboard-level filters? So if I have a dashboard showing bad satisfaction ratings, with a dashboard filter for date, I'm not able to drill through to show me tickets that got the bad ratings on that date?
Hi guys. I love Drillthrough as an admin, but I need the visibility to be expanded to our clients [public] when public sharing is turned on. I can send a link to a client to show the dashboard but without the ability for the client to Drillthrough and see the details of the tickets included in the widget/query, it's quite useless for them. Is this a feature on the board already? Thank you!
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