Using drillthrough to refine your results

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45 Comments

  • The Salvation Army

    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. 

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  • Laura Mercuro

    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?

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  • Brett Bowser
    Zendesk Community Team

    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!

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  • Laura Mercuro

    Let me know what else you need. Thanks

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  • Taylor Bowser
    Zendesk Customer Advocate

    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!

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  • Laura Mercuro

    Perfect! Thank you Taylor!

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  • Jiri Kanicky

    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.

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  • Andrei Kamarouski
    Community Moderator

    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. :) 

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  • Taylor Bowser
    Zendesk Customer Advocate

    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, 

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  • Andrei Kamarouski
    Community Moderator

    Hi Taylor Bowser

    I see. Thank you for your help. 

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  • Thomas Goseberg

    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?

     

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  • Taylor Bowser
    Zendesk Customer Advocate

    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!

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  • Zach Hanes

    Currently, drillthrough doesn't take into consideration any metric level filters

    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? 

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  • Lexi Addams

    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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  • Jacek Czerniecki

    Dear All,

    Is there a way to get rid of this white box? Closing it does not work, and customers must click on area marked in red to see the drillthrough. Probably making this metric have a shorter name would help (Live request/revoke...) , but maybe any other idea?

    Best regards,

    Jacek

     

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