Creating joined attributes
The formula's logic is very simple. You add one attribute to another and make sure that there is a clear visual separator in between, like the space or dash:
[Attribute A]+"-"+[Attribute B]
If you need help creating the attribute, see Creating standard calculated metrics and attributes.
To create a combined attribute
- Open a new query using the required dataset.
- In the calculations menu (
), click Standard calculated attribute.
- On the Standard calculated attribute page, give your attribute a name like Ticket created - Year/month.
- In the formula field, enter or paste the following formula:
[Ticket created - Year]+" "+[Ticket created - Month]
- Click Save.
Joined attribute examples
Day of week/hour
If you need to filter a query by the business hours you can combine the day of the week and hour time dimensions in one attribute and then filter the query via it. To join Ticket created - Day of week and Ticket created - Hour attributes use this formula:
[Ticket created - Day of week]+" "+[Ticket created - Hour]
Year/month
Joining the year and month time dimension can be useful for sorting or enhancing the query visually. To join Ticket solved - Year and Ticket solved - Month attributes use this formula:
[Ticket solved - Year]+" "+[Ticket solved - Month]
Ticket group/assignee
Joined ticket group and assignee attribute can be used as the dashboard filter for the small teams to speed-up the value selection process:
[Ticket group]+"-"+[Assignee name]
Two custom fields
Let's say you have two custom drop-down fields Category and Subcategory and you need to look at the specific combinations of these attributes then use this formula:
[Category]+"-"+[Subcategory]
Multiple custom fields with conditions
If you are using the conditional fields feature in Zendesk Support, you might have one category field and multiple subcategory fields that are displayed in the ticket only when a particular category is selected. Placing all the subcategory fields in one query creates a big unusable chart. Instead, use the Explore IF THEN ELSE function to define conditions base on which the subcategories should be joined with the categories. Use this formula and adjust it according to your needs:
IF [Category]="Category A" THEN [Category]+"-"+[Subcategory A]
ELIF [Category]="Category B" THEN [Category]+"-"+[Subcategory B]
ELIF [Category]="Category C" THEN [Category]+"-"+[Subcategory C]
ELIF [Category]="Category D" THEN [Category]+"-"+[Subcategory D]
ELIF ([Category]="Category E" OR [Category]="Category F") THEN [Category]
ENDIF
Using text strings
In this final example, you'll include text to construct a friendly text string for one of your table rows to provide a more detailed status for each ticket.
Use the following formula to accomplish this:
"Status is"+ " " +[Ticket status]+
". Ticket was created in "+ " " +[Ticket created - Year]+ "."
11 Comments
Hi,
How do I get months following the real calendar order with this joined attribute Year/month (now they get by alphabet)?
Hey Andrei,
When combining the attributes like so, Explore sees it as a string and not as a time attribute. My recommendation for looking at the Year/Month in order would be to stack the attributes like so:
Hi Molly,
This is clear. Thank you!
Hello,
I am trying to combine fields where sometimes one is null, is there any way to detect if its null and if so, replace it with a different value so that the result is not "Null"?
Hello,
I am trying to combine an IF THEN with Full Resolution times of the IF THEN statement. Whats the best way to do this? Here is what I am currently working with:
IF (INCLUDES_ALL([Ticket tags], "engage_squad","intercom_chat")) OR (INCLUDES_ALL([Ticket tags], "engage_squad","intercomchat"))
THEN [Ticket ID]
ENDIF
Hi Robert,
If you want to return Full resolution time instead of the count of tickets the formula will be:
IF (INCLUDES_ALL([Ticket tags], "engage_squad","intercom_chat")) OR (INCLUDES_ALL([Ticket tags], "engage_squad","intercomchat"))
THEN VALUE(Full resolution time (hrs))
ENDIF
Is it possible to create an attribute that includes values of multiple custom fields? For example, if we have two topics fields (that each show on a different ticket form), can we create one custom attribute for topic, that lists the values of both of those fields?
@..., this should be possible. Try this formula logic:
Oh that's awesome Eugene Orman, that works a treat. Thanks so much! 🤩
I have used this one to create an attribute:
In my Report (X-Axis) it's shown as, e.g. "2020 September".


I would like it to appear as, e.g. "2020-09" or "2020-Sep"
How can I do that?
Hey Florian,
For the format 2020-09, you could use the following formula : [Ticket solved - Year]+"-"+ DATE_FORMAT([Ticket solved - Date],"MM")
For the format 2020-Sep, you could use this one: [Ticket solved - Year]+"-"+ LEFTPART([Ticket solved - Month],3)
What could be tricky with this second example is that the years will be correctly ordered (chronologically), but not the months (it will follow an alphabetical order).
So if you wish to use this format 2020-Sep, I recommend to create an Ordered Set attribute based on this joined attribute.
This way you’ll be able to manually order the values so they are in a Chronological order. See this article: Organizing values by groups and sets
Hope this helps!
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