Creating standard calculated metrics and attributes

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9 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 - Community Manager
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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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