- Groups are a way to group the results from an attribute together. For example, you could create an attribute called UK Offices that groups together all organizations in the UK so that you only need to refer to these once in your query.
- Sets are a way of ensuring that only certain results from an attribute will be included. For example, you might want to add a list of priority one requesters (such as director level staff) as a set, so you can restrict certain results to just those people.
Creating groups
- You can use groups to look at the aggregated results for an attribute values, so you can compare results at a more granular level.
- You can create multiple, exclusive groups from an attribute, so you can organize your results into a hierarchy.
To create a new group attribute
- From the calculation menu (
), choose Group.
- On the Group page, enter a name for your group.
- Under Computed from, choose an attribute. This example uses the Ticket tags attribute to create a group for various ticket tags.
- Select the values you want to add to a group.
- Click the + icon to add values to a group.
- If you want to add more values to the open group, select the values then click the right arrow. If you want to remove values from the open group, select the value then click the left arrow. You can create multiple groups at the same time.
- Select the location for values that don't fall into one of the groups you created. There are three options:
- Put left values into another group: Values will be placed in an other group.
- Keep left values "as is": Values will be left as individual values.
- Remove left values: Values will be removed from your attribute.
- Click the Save button when you are finished selecting your values. You've now created a new group that shows only the items you chose. Before you can see it's results, you need to add it to a query.
- Add your group attribute to the Rows or Columns panel of any query.
Creating sets
A set is a list of selected attribute values. You can use the set calculated attribute to create a new attribute containing only specific values. You can also use sets to rename or reorder your values.
Set
A set is used to create a reusable list of attribute values. For example, you could create a set based on the Assignee name attribute, but only returning the names you choose. In this example, you'll create a new attribute that only returns results for the names you choose.
To create a set
- In Query builder, open the Calculations menu (
).
- Select the Set option.
- On the Set page under Computed from, choose Assignee name.
- From the list of assignees, choose the names you want.
- Give your set a name, then click Save.
You can now use your new set in any of your Explore queries.
Ordered set
An ordered set is useful when you want to arrange values in an order that is not alphabetical or numerical. For example, you could use an ordered set to create a funnel report for ticket priority.
To create an ordered set
- In Query builder, open the Calculations menu (
).
- Select the Ordered set option.
- On the Custom order page, enter a name for your set. In the example below, the ordered set is named Priority.
- From the Computed from drop-down, choose the attribute you want to use to make your set.
- Drag and drop values until they are in the preferred order.
- When you are finished, click Save.
You can now use your new attribute in any Explore query.
Renamed set
A renamed set can be used to shorten results, create aliases, or replace technical text with more common labels. You can use renaming as an alternative to groups by giving several values the same name.
To create a renamed set
- In the calculations menu, select Renamed set.
- On the Rename values page, enter a name for your renamed set.
- From the Computed from drop-down, choose the attribute you want to use to make your set.
- Enter the new value names for each attribute result in the text boxes.
- When you are finished renaming your values, click Save.
- Add your renamed set to your query.
Deleting and renaming groups and sets
You can delete or rename groups and sets you created in the organize data structure menu.
To delete or rename a group or set
- In an Explore query, click one of the attribute panels (like Columns or Rows), then click Add.
- Expand Calculated attributes, then click the pen icon next to the attribute containing the group or set you want to edit or delete.
- On the Rename values page, you can enter a new name for the attribute or click Options > Delete to remove it.
20 Comments
Hi, Is there a way to delete or edit a group I created?
Thanks!
Hi Inbal, once you create a group, it becomes a calculated attribute. You can then go into the data structure menu and delete these if you wish. See https://explore.zendesk.com/hc/en-us/articles/235974967-Adding-and-organizing-metric-and-attribute-folders
I'll update this doc soon to make this a bit clearer. Thanks!
Is there anyway to add multiple custom groups to the same table/chart/or graph? I have been attempting this for some time and fail to do so successfully. Ex.) I would like to compare NE store locations (in one custom group) to SE store locations (in another group). When I try to add both of these custom attributes to the same table I receive an error stating, "No data available. Please check your calculations that you have set."
Furthermore, some tags that ave been used within the past 7 to 30 days do not appear even when filtering with the specific tag.
Hello William!
For groups, please try making them all within the same attribute. It seems you have made one group for NE and one for SE. If these are exclusive groups, they can't be used together as no result can be in both. Instead, you should create two groups within the same attribute.
Should you need further assistance, please send us an email to support@zendesk.com. Have a great day!
When creating a group, is there a way to select all values on the left side at once instead of selecting each value individually? We have hundreds of tags and are trying to create a group with almost all of our tags but it's very tedious selecting each tag one by one instead of highlighting them all at once.
Thanks!
Hey Noah!
Thank you for your patience here, I was testing to see if there was a way to select all the values at once, but unfortunately this isn't currently possible.
I couldn't find a product feedback post regarding the ability to "select all" when creating a group from a ticket field or tag's values, so I suggest adding this to our feedback page here:
Explore Product Feedback and Discussion
Thanks for sharing this feedback, I think this would be very useful as well!
Hi Rob,
Would you mind sharing how to find the attribute 'Assignee is Active'? Thanks
Hi Kyligence, the example is actually based on a custom attribute called Assignee is active based on a formula like:
IF ([Assignee status]="Active") THEN "True" ELSE "False" ENDIF
but you can use a renamed set with most attributes. Sorry for any confusion.
Hi Rob Stack I am trying to combine values from multiple Attribute Fields into one column but trying to create a set only allows me compute from one Attribute. Is there something I am doing wrong or is this not possible?
Hi Jason Bevilacqua,
It doesn't sound like you are doing anything wrong. Groups and sets are meant to group together values from one attribute. Explore doesn't have the ability to pull together attribute values from separate attributes for a group or set.
If you want to dive into your use case more we'd be glad to try to offer up any suggestions or best practices that we have!
Hey Ben Van Iten, thanks for messaging!
The flow right now of my customer is to select a ticket form and then a ticket field.
I have made the ticket field specific to each form but ultimately I would like to report on all of those ticket fields combined as one column as they are all the same format and related, just grouped under different ticket form categories. Ticket Form reporting only provides me with really high level statistics whereas drilling down into the ticket fields helps me see the real issues our customers are encountering.
Hi Jason Bevilacqua,
Thanks for providing some more information about your use case. Do you have the Professional or Enterprise plan in Support? If you have Enterprise perhaps you could utilize conditional fields so that you can consolidate some of your forms: https://support.zendesk.com/hc/en-us/articles/360022293573-Creating-conditional-ticket-fields-in-Zendesk-Support-Professional-add-on-and-Enterprise-
Perhaps a customer could pick what their issue is early on in the form process, and from there it presents them different field choices later. The fields that are identical from form to form could live under one. If that makes sense.
My apologies that I don't have a more elegant solution, but from an Explore perspective we don't have a way to combine those different values onto one set. It might also be worth considering having different queries stored on the same dashboard so you could see the info from different form side by side.
I hope this is helpful.
Heya,
Once I have created a 'Set' how do I edit those and add more options on top of it/or delete attributes?
Thanks!
Hi Sam Cunningham, thanks for the question.
After you add a set to the attributes panel in your query, click it and then, on the attribute properties, click the pencil icon at the top. You'll then get back into the set editing menu. In this case, my sample set is called "Doc team"
I'll add this information to the article in a forthcoming update.
Hey Rob Stack
Thanks for the response.
I have tried clicking the pencil as instructed but it takes me to the "Rename Values" section.
Any thoughts on how to get to set instead?
Hi Sam Cunningham, thanks for the response. There are a couple of ways around this. What you're using above is a renamed set where you can change the values of the results the attribute returns. One way of adding or filtering the items returned by this is to click the attribute you added and then select the items you want from it:
The other way is not to create a renamed set and just to create a simple set:
When you look at the properties for that set, you'll be able to add and remove items as you want.
Thanks again for the feedback, I'm planning to do some work on this article to make things a bit clearer.
Hi there,
I'm trying to slice data by ticket tag in Explore. I was trying via groups as described above, however, it didn't work. I have 8 tags in my report in Insights(screenshot below) and I'm able to split the month's data by the tag.
Can someone advise how I can build this king of query in Explore?
Thanks
Hello Vladimir Petrushenka,
After looking this over with my Explore specialist, I think you'll find it easier to report using tags and filter each tag for your reporting needs. I've shared an article below that goe sinto detail on how to get started with this process.
Reporting with tags
Best regards.
I am trying to create a report where a user can select one of two custom attributes as a restriction.
Example:
I have a custom attribute that lists all orgs with a particular tag (ex. a_orgs) we'll call 1
I have another custom attribute which lists orgs with a different tag (ex b_orgs). we'll call 2
I am trying to create a report that shows total tickets by org and total number of these tickets escalated to DEV (we use a customer choice list to categorize ticket types)
Id like for users to be able to select in the report whether the orgs list are from custom attribute 1 or custom attribute 2
Is this possible?
Hello Bill Cicchetti
This is definitely possible!
In most all of the chart types, you can use "rows" to make a selectable list of options. For example, I have a custom dropdown field called "Doggo rating" and I put that in the "rows" section of the report and it creates a bar on the side of the chart that allows you to select which of the options in that dropdown you want to see data for.
So in your case, you could put tags as your "rows" and then only select those two tags.
If that route doesn't work for you, you could instead put the report (query) on a dashboard, and then add a filter to that dashboard that lets whoever is looking at the dashboard select between the two. Learn more about dashboard building here: Getting started creating dashboards and filters here: Getting to know dashboard filters.
I hope that helps!
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