Organizing values by groups and sets

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18 Comments

  • Inbal Romano

    Hi, Is there a way to delete or edit a group I created? 

    Thanks!

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  • Rob Stack
    Zendesk Documentation Team

    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!

    1
  • William Chase Myer

    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. 

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  • Candie Baring

    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!

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  • Noah Lone

    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!

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  • Jon Daniels
    Zendesk Customer Advocate

    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!

     

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  • Kyligence

    Hi Rob,

    Would you mind sharing how to find the attribute 'Assignee is Active'? Thanks

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  • Rob Stack
    Zendesk Documentation Team

    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.

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  • Jason Bevilacqua

    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?

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  • Ben Van Iten
    Zendesk Community Team

    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!

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  • Jason Bevilacqua

    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.

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  • Ben Van Iten
    Zendesk Community Team

    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. 

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  • Sam Cunningham

    Heya,

     

    Once I have created a 'Set' how do I edit those and add more options on top of it/or delete attributes?

     

    Thanks!

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  • Rob Stack
    Zendesk Documentation Team

    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.

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  • Sam Cunningham

    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?

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  • Rob Stack
    Zendesk Documentation Team

    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.

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  • Vladimir Petrushenka

    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 

     

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  • Devan - Community Manager
    Zendesk Community Team

    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. 

    0

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