How can I include 0 values in Explore reports?

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11 Comments

  • Samuel Finlay
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    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
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    @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
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    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
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    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 - Community Manager
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    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
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    Thanks Brett - Community Manager!

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  • Kristina Fronheiser
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    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 - Community Manager
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    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
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    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
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    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
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    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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