Creating standard calculated metrics and attributes

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11 Comments

  • Jacob J Christensen
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    I'd like to have my ticket ID's in a table view hyperlink to the ticket url (like it does out of the box in GoodData), but I can't figure out the syntax for achieving that with a Standard calculated attribute. Can you help me out? Thanks. 

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  • Rob Stack
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    Hi Jacob, I'm working on a recipe for doing exactly this, and it should be released sometime next week. 

    However, as a teaser, try this formula:

    LINK("https://support.zendesk.com/agent/tickets/"+[Ticket ID],[Ticket ID])

    Replace 'support.zendesk.com' with your own subdomain.

    Also, in the chart configuration menu, choose Chart > Text Interpretation, and choose HTML.

    Finally, on the same page make sure that Clickable URL is checked.

    This is still in draft, so is unsupported, but hopefully gives you a starting point. 

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  • Jacob J Christensen
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    Awesome! That works from the web UI, will it be possible - at some point to also have it available in exported reports? PDF's and Excel is what I'm thinking.

    Thanks Rob!

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  • Rob Stack
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    Hi Jacob, I'll make sure to forward that request onto the correct folk. Rob

     

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  • Rob Stack
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    Finally, here's the link to the new recipe for clickable links - https://explore.zendesk.com/hc/en-us/articles/360002084927-Explore-recipe-Configuring-clickable-links-to-tickets

     

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  • Jacob J Christensen
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    Thanks a lot Rob!

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  • Scotty Loewen
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    I'm about ready to give up, so maybe someone has had a similar idea. I'm looking to generate a time series of how many agents took chats per each hour of the day, this would give me my actual staffing that day. 

     

    Has anyone tried to do that? I've tried creating a Calculated metric with DCOUNT_VALUES[Agent Name] but it acts funny, like I can't graph it by adding the hour started column, it just gives me the same number for each hour. I feel like I'm close, but I'm just missing something. I'm sure I could wrangle the SQL, but I can't get this. 

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  • Saxon Clay
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    Don't have any help for Scotty but I've been having a very similar issue and I'm sick of bashing my head against the wall. I'm simply looking to calculate a daily average, year to date, of how many public replies agents post in tickets. 

    The problem is that I can't calculate against or pull a D_COUNT of Updates - Date because it's a filter, not a metric, and I can't figure out how else to tally how many days a given agent actually replied to a ticket to exclude days they weren't working, etc. 

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  • Devan
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    Hello Saxon Clay,

    I would recommend looking into this article that should help you with setting this up in your explore instance.

    Best regards. 

     

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  • Jason Brown
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    Hello, 

    Team is working on migrating our existing reports from Insights to Explore. We have a large number of custom metrics created, which are sorted in insights with a folder structure. It appears that Explore doesn't have a folder structure for saving metrics, but you can silo them in data sets.

    Are there plans to allow the creation of metrics outside of queries, and allow them to be managed outside of queries as well?

    Is there any way to sort custom metrics by name?

    Currently the list shows them in the order they have been created. Due to the differences in the custom metric language. We often find that to recreate metrics that we use in insights, we have to create sub-metric to then be used. (For example, you can't SUM an IF/THEN statement in a custom metric formula. I need to make a separate IF/THEN Metric that sums the data I need, and then use that custom metric in another Custom Metric data formula)

    This often makes it hard to find metrics due the additional metrics created as well as not being sorted by name.

    Thanks,
    Jason

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  • Rob Stack
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    Hi Jason, there's isn't a way to do the things you are asking for at the moment. However, I do know that the product team are doing a lot of work currently to improve management of queries so this is great feedback. Would you consider posting this in our Explore feedback form at https://support.zendesk.com/hc/en-us/community/topics/360001200913 where other customers can vote on your suggestion? It really helps the team to prioritize what work to do next. Thanks!

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