Using Drillthrough

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40 Comments

  • Katina Durrent

    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

    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

    Hi Taylor Bowser

    I see. Thank you for your help. 

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