Explore recipe: Joining attributes

In some cases joining a few attributes together can bring more benefits than using them separately. Use this article to learn how to combine multiple attributes under one calculated attribute. 

 

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]

Note: If one of the attributes you are using contains a NULL value, the joined attribute will also return a NULL value.

If you're creating a calculated attribute for the first time, see Creating standard calculated metrics and attributes.

To create a combined attribute

1. Open a new query using the required dataset.
2. In the calculations menu (), click Standard calculated attribute.
3. On the Standard calculated attribute page, give your attribute a name like Ticket created - Year/month.
4. In the formula field, enter the following formula:

   [Ticket created - Year]+" "+[Ticket created - Month]

5. 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