Explore recipe: Joining attributes

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11 Comments

  • Andrei Kamarouski

    Hi, 
    How do I get months following the real calendar order with this joined attribute Year/month (now they get by alphabet)? 

    0
  • Molly
    Zendesk Customer Success

    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:

    1
  • Andrei Kamarouski

    Hi Molly, 
    This is clear. Thank you! 

    0
  • Jason Brown

    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"?

     

    2
  • Robert DelFave

    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

    0
  • Eugene Orman
    Zendesk Product Manager

    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

    0
  • Hannah Voice

    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?

    0
  • Eugene Orman
    Zendesk Product Manager

    @..., this should be possible. Try this formula logic: 

    IF [Topic field A]!=NULL AND [Topic field B]=NULL THEN [Topic field A]
    ELIF [Topic field B]!=NULL AND [Topic field A]=NULL THEN [Topic field B]
    ELIF [Topic field A]!=NULL AND [Topic field B]!=NULL THEN "multiple topic fields"
    ELSE NULL
    ENDIF
    0
  • Hannah Voice

    Oh that's awesome Eugene Orman, that works a treat. Thanks so much! 🤩

    0
  • Florian W.

    I have used this one to create an attribute:

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

    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?

     

     

    0
  • Julie
    Zendesk Customer Advocate

    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!

     

    0

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