How can I include 0 values in reports?

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23 Comments

  • Samuel Finlay

    Hi!

     

    I am curious if you could further elaborate on what (0) value would mean?

     

    Looking through ALL of the documents on Explore before I continue to build and this looks like something worth understanding. 

     

    Appreciate your reply!

     

    Best,

    Samuel D Finlay

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  • Eugene Orman
    Zendesk Product Manager

    @Samuel, zero values in this context will be time points (hours, dates, month, etc) that had no data associated with them. I have added a GIF demo to the article. In this example, there were no tickets created in May and July. To show these months the Time axis feature was used.

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  • Hannah Voice

    Is the Time Axis feature not available for calculated attributes? I created a new "Update - hour" attribute so I could rename the values (e.g. 0 > 12am, 1 > 1am, etc) and reorder them. However, when I swap the standard "Update - hour" attribute out for my new one, the Time Axis feature is no longer available under Results Manipulation. Thanks!

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  • Chris Bulin
    Community Moderator

    We have a table that has blank values for ticket count. Since this isn't a time value, is there a way to display 0 rather than blank? Weirdly, it has a 0 for Q2, but not Q1. 

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  • Brett Bowser
    Zendesk Community Team

    Hey Chris,

    It's odd that this isn't showing a 0 value for Q1 but shows correctly for Q2. I'm going to bring this into a ticket so our Customer Advocacy team can look into this further.

    You'll receive an email shortly stating your ticket has been created.

    Cheers!

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  • Chris Bulin
    Community Moderator

    Thanks Brett Bowser!

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  • Kristina Fronheiser

    Tried both methods and I'm still not seeing a zero value. Can anyone assist?

    I've got a custom filter using the following code and a filter on Assignee by name:

    IF (([Ticket status - Unsorted] != "Solved"
    AND [Ticket status - Unsorted] != "Closed"
    AND [Ticket status - Unsorted] != "Hold")
    AND DATE_DIFF(NOW(), [Ticket updated - Timestamp], "nb_of_days") > "14")
    THEN
    [Ticket ID]
    ENDIF

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  • Brett Bowser
    Zendesk Community Team

    Hey Kristina,

    We will most likely need to take a look at the report you've created so we can figure out why 0 values aren't showing up. I'll create a ticket on your behalf so our Customer Advocacy team can look into this further.

    Cheers!

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  • Oliver Knigge

    Hi community,

    also not working here.

    I have a query with several metrics. I have tried the above example and created Result Metric Calculation of any of the included metrics (also to get the right order of the metrics again as result metric calculations always added last). I have additionally tried Result Metric Calculation with *1 instead of +0 but it also doesn't help.

    Assignees are set as colums, nothing more. I have filtered the query by Assignee Name and Date Ticket Solved (yesterday). I want to have a table and not a time line. I want to have Assignees included in the query who havn't solved any ticket yesterday, but they are not shown.

    Is there any function like IFNULL to get 0 instead of NULL or any other possiblity?

    Thanks in advance!

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  • Eugene Orman
    Zendesk Product Manager

    Oliver Knigge, there is one more workaround which wasn't mentioned in this article yet. You can use two metrics one that returns some results for all assignees and another one that only returns a specific result you need. Then by going to Chat configurations > Columns hide the column that you don't need and you should get the assignees who haven't resolved any tickets yesterday on the frame too. Here is a demo: https://cl.ly/0d32a70af317 . I used the 'Ticket solved - Last 30' days to show more assignees but you can go for 'Ticket solved - This year' or simply 'Tickets' metric. The final table will look like this: 



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  • Oliver Knigge

    Hi and thank you very much.

    In my case it does not help. I have some custom metrics which are not filtered to any date like "Tickets solved yesterday" or "Tickets solved last/previous 30 days". That's why I have a filter "Date Ticket solved: yesterday" in my query. This means all used metrics are filtered and if an agent was out of office yesterday and did not even login to update anything in Zendesk this agent wouldn't be shown in the query.

    I could create data range calculated metrics for every metric in my query that the "Date Ticket solved" filter is not needed anymore but then you cannot use the query on dashboards with filters. The Date Ticket solved range should be easy changeable for teamleads using these dashboards.

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  • Vladimir Petrushenka

    Hi there, 

    I apply Time axis in all of our queries so that the days/weeks/months that don't have data would still appear in my query.

    However, we've noticed that the weeks that are in the beginning or end of the query, and are without a value, aren't displayed. 

    I.e. if we look at 52 weeks in the past and the weeks 1,2,3 and 51, 52 don't have values they won't be shown in the query. Our X axis will start from the week 4 and will end at the week 50. 

    This is annoying and always forces to check X axis to make sure that days/weeks/months without the data haven't been cut off. This nearly has lead us to wrong decisions as we haven't noticed the most recent weeks were cut off because they didn't have data. 

    Sounds like this is a bug? Can someone look into it please? 

    Thanks.  

     

     

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  • Tina Yates

    Have you heard back Vladimir Petrushenka .  I have the same issue where the last attribute in my report doesn't show up (year ticket created), so far this year it would be zero but it isn't showing 2021....0 my report is stopping at 2020. Thanks

     

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  • Yoram Dagan

    HI

    I have tried to create a new metric COUNT(Tickets)+0 and add it to the Metric of the query instead of having it in the "result metric calculation". and it didn't work

    I have done so as I also wanted to use advanced formatting and by Zendesk support, advanced formatting will not work in you clear the used results.

    Any Ideas?

     

    Thanks

    Yoram  

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  • Vladimir Petrushenka

    hi Tina Yates 

    no, no one's responded. Eugene Orman could you please advise us on this one when you have a minute? Or should we raise a support ticket ? 

    Many thanks, 

    Vladimir

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  • Elle

    Is the Time Axis feature not available for calculated attributes? I created a new "Ticket Created - Hour Ordered" attribute so I could rename the values (e.g. 0 > 12am, 1 > 1am, etc.) and reorder them. However, when I swap the standard "Ticket Created - Hour" attribute out for my new one, the Time Axis feature is no longer available under Results Manipulation. Thanks!

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  • Eugene Orman
    Zendesk Product Manager

    Tina Yates, Vladimir Petrushenka I don't think there is a way to show the last data point if it has no data available. We will see how to improve this functionality when we will be working on this part of the Query building experience. 

    Yoram Dagan You need to use the Result metric calculation, not the Standard calculated metric. Result calculations are done after the data is pulled from the database that's why it allows showing some of the values as zeros. 

    Elle, Yes the Time Axis feature is only available for the default time attributes. 


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  • Is there a way to show all values for all hours?

    I have tried this approach, as well as the time axis "fix", but it still does not show any values for hours that have 0 tickets created at the start of the day (i.e. it would show empty values in-between hours that have tickets, but only starting at the first ticket of the day). For example:

    First ticket comes in at 6AM, then no tickets until 9AM, hours 7 and 8 are still shown, however, hours 0, 1, 2, 3, 4, and 5 are not shown.

    I just want every hour from 0-23 to show to keep comparisons between subgroups or other classifications easy to make, rather than having to work harder to establish which is the 5th hours of the day in 4 different graphs.

    Thanks!

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  • DJ Buenavista Jr.
    Zendesk Customer Advocate

    Hi,

    Thank you for reaching out to Zendesk Support.

    In regards to your concern, this article mentioned that the Time axis result manipulation is only visible if you are using a time-based attribute and when you add it to the Columns panel. The Time axis feature works only with a date field and will not work with 'Days of Week'.

    Thank you!

    Regards,

    DJ Buenavista Jr. |
    Customer Advocacy Specialist |

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  • Ryan Nguyen

    With table format, is there a way to get empty rows (having all 0s) to display?

    I was able to get the cells having 0 to display using COUNT(tickets)+0 method above but it only works when some other cells of same row have a value

    Otherwise if all cells of a row having 0, then that row does not display.

    (e.g. an agent does not have any ticket in any status on the report)

    Thanks in advanced

     

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  • Cheeny Aban
    Zendesk Customer Advocate

    Hi Ryan,

    Unfortunately, there is no native way to do that in Explore yet. Columns with NULL values in your query will not show by default. If an entire column is full of NULLs, it will always be hidden. Explore handles NULL values and zeros (0) differently.

     

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  • Ryan Nguyen

    Thanks Cheeny. Yeah I was wondering if there is away to show row having all NULL values. (At the top of this article it mentions as what you said and point to another question. And then on that question it points back to here)

    Our goal is to show out ticket status count per agent daily (columns = ticket statuses, rows = agent list). And we want to show full list of agents, even if each agent has 0 for all ticket statuses on that day, to make it consistent for the system to process the CSV report file from Explore.

    It's pretty inconvenient that Explore does not have this option available. Is there a way to add it to Explore in the future? It's common scenario, a few people would like to have it.

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  • Cheeny Aban
    Zendesk Customer Advocate

    Hi Ryan,

    We understand your need for this functionality so I am marking this ticket as Product Feedback. We truly value customer feedback and your voice and votes in the product feedback topics in the community help influence future Zendesk functionality.

     

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