Organizing values by groups and sets

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12 Comments

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

    Thanks!

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  • Rob Stack
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    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!

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  • William Chase Myer
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    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
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    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
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    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
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    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
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    Hi Rob,

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

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  • Rob Stack
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    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
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    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
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    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
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    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
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    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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