Question
When reporting on tickets, how can I click the tickets to open them directly from the report?
Answer
To open tickets in Zendesk from your reports in Explore, create a custom attribute.
To create the custom attribute
- In the calculations menu (
), click Standard calculated attribute. - On the Standard calculated attribute page, enter a Name for the attribute (for example Clickable link), and then enter the following Formula:
LINK("https://[SUBDOMAIN].zendesk.com/agent/tickets/"+[Ticket ID],[Ticket ID])Replace [SUBDOMAIN] with your own subdomain. - Click Save.
Warning: If your Explore account is not in English, copying and pasting this formula won't work. You need to translate the values in the formula.
After adding the attribute to the report, format the chart so this attribute shows up as a clickable link:
- Go to the chart configuration (
) menu and choose Chart. - From the Text Interpretation drop-down, select HTML.
- Ensure Clickable URL box is selected.
These instructions only work if the visualization type of the query is a table. For more information about opening tickets in your reports, see the article: Explore recipe: Configuring clickable links to tickets.
25 Comments
I followed these directions but when I click on my Ticket ID it takes me to an about blank page: Can you confirm that my formula is correct?
Hello, Kelly!
I have put your issue into a ticket and I have sent you an email so we can troubleshoot that further.
Please check your inbox :).
I don't recall seeing this in my inbox. Is this on the radar to be fixed?
Hey Kelly,
I was able to track down your ticket and it does look like this is being investigated by our developers. I don't have an exact ETA of when this fix will be implemented but you will certainly receive an email notification once they have additional information to provide :)
Cheers!
@kelly Johnson your url is malformed, you've somehow placed [TICKET ID ] in the middle of the url. you should be using:
LINK("https://edgenuity.zendesk.com/agent/tickets/"+[TICKET ID], [TICKET ID])
Best,
C
@Chris Lavery - thank you, i did catch my error and fixed my URL.
Hi everybody,
I'd like to set this up at a drillthrough level. For example, I have a line chart showing the evolution of my 1st reply time, by day. I understand drillthough allows me to see the ticket IDs for that day, but I can't find a way to apply the clickable link at a drillthtough level (like Zendesk Insight did).
Is this possible to use this method like this ?
+1 to @Pierre's inquiry as well. Definitely would love this at a drilldown level rather than have a clickable link from the beginning!
Hey there Pierre,
I tried to explore a few other avenues to see if this would be possible, but those means wound up fruitless. Sadly, the only way to do this currently would be using the clickable links method indicated at the bottom of this article, as this is a system limitation from my understanding.
This is great product feedback however!
Hello, is anybody getting this error message? I used the correct formula, but since "Ticket ID" is in it i´m quite confused.
Although this method works fine for me I don't understand why this isn't default behaviour, as it is in Insights?
Hey Nicolas!
Apologies you're seeing an error message when attempting this.
I've gone ahead and created Ticket #4667098 so we can troubleshoot this issue with you.
Please keep an eye out in your email so we can investigate - thanks!
Can someone explain to me where the "Text Interpretation drop-down" is. I can't seem to find that.
Hey Tvaquerano,
I've included a screenshot below of where this option shows up:
Let me know if you continue to experience issues locating this option.
Cheers!
Never mind, found it. So only tables can use the clickable link?
Hey Tvaquerano,
According to this article, clickable links are not limited to only tables in Explore: Explore recipe: Configuring clickable links to tickets
Hope this helps!
Hi there! I've just followed this process to get the link to the Ticket ID (tried a few times as well). But nothing I do is working. Is there something I'm missing? Here's the settings I'm using:
Once the settings are saved, do I need to add the calculated attribute to the table? Or do I need to add it as a filter?
Let me know if I should open up a ticket as well. Thanks so much!
Meredith Fierro did you add the new custom metric to your query instead of the default 'Ticket ID' one?
Ah, that was it! I missed "Add the attribute to the report...." Thank you!
You're welcome ^^
I still don't understand why this isn't default behaviour...
I agree with everyone that this should be the default behavior for Ticket IDs. I can't imagine a reason why someone would make a report with ticket ids showing if they're not going to lead to opening those tickets.
We created this custom metric on our account and it was working for a while but now no longer works.
Helo Maja Zivkovic,
I completely understand why this being default behavior would be beneficial. I would recommend posting your use case in our Product Feedback forum so our developers can consider this for future product updates.
Best regards.
Does the same functionality work for Count? For example, i can have a Ticket Count with a hyperlink and when I click on the link it should open all the tickets list in a new window?
Hi Srinivasa,
This method is only applicable as calculated attributes, as the URL only works for a specific Ticket ID.
There's no native and direct way to open multiple tickets at once, unless you'd like to use other methods like API (Show Multiple Tickets) or manually copying and pasting ticket numbers to the search bar to open them.
Srinivasa Suravarapu - You could create a drill-through in your ticket count where you would display linkable ticket numbers. It would not open these tickets all at once, but you would have the links to the tickets in one place.
In general, I would not be in favour of changing the default behaviour. There are managers who would like to receive the dashboards in PDF and changing the default behaviour would show the ticket#s as internet links.
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