Customizing queries

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22 Comments

  • Quentin

    How can I edit colors based on the attribute's value? For example for "Ticket Status" in a bar chart I'd like to set "Open" as red, "On Hold" as black...

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  • Brett Bowser
    Zendesk Community Team

    Hey Quentin,

    What you'll want to do is add the Ticket Status attribute under Rows and be sure to select the Ticket Status option towards the top left to highlight each status. From here you should be able to customize each of the values as shown in the screenshots I've provided below:

    Let us know if you run into any issues with the above. 

    Cheers!

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  • Quentin

    hi Brett!

    Happy New Year!

    Thanks a lot for your reply! Exactly what I wanted :)

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  • Mary Beth

    How do I use/view a dashboard I've created without being in edit mode? Preview?

    Thanks - Mary Beth

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  • Gail L
    Zendesk Community Team

    Hi Mary Beth,

    Thanks for reaching out! If you're viewing the dashboard in Explore, you'll have the option to edit a dashboard that you created. If you just want a static version to check on, I'd recommend scheduling an email delivery of the dashboard.

    Cheers,

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  • Mary Beth

    Thanks, Gail. So, the only way I can view what other team members see is to email a version to myself? I had hoped for something different. :)

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  • Denielle Barcelona

    How can I have a query that changes the data based on filters on the dashboard it's on? It looks like I can only filter on the query itself. I essentially want to be able to dynamically change the query result based on the dashboard filters (I set them as a bookmark).

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  • Gab

    Hi Danielle,

    The filters set on a dashboard or a bookmark within a dashboard cannot be automatically carried over to the queries. The queries are independent of the dashboards. Changes on the dashboards, whether or not the reports are added as widgets, won't affect the setup of your queries.

    Thanks!

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  • Ayal Kellman

    When I have more than one metric inside a query, is it possible to display the values of only one of the metrics? 

    Thanks!

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  • Kyle Jones

    Hey there Ayal,

     

    That's a very good question! You can isolate this data by using something called a Datatip, when added to your query datatips appear when viewers hover over a data point. By default, datatips contain the value of the data point. In the chart configuration menu, you can change the format and text in your datatips.

    In the chart configuration menu, select Datatips.


    1. Check the Show datatip box.
    2. In the Mode drop-down list, choose either Datatips or Comparison line

    If you want to add an element from your query, select metrics or attributes from the Select an element to add drop-down list.

    I brought in the relevant information, but I would also recommend checking out the article this is housed in over here: https://support.zendesk.com/hc/en-us/articles/360022183934

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  • Kristel Kos

    How can i adjust the font size of the titles?

     

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  • Brett Bowser
    Zendesk Community Team

    Hey Kristel,

    Once you add your query to a dashboard you can edit the font size of the header as shown in the screenshot below:

    Let me know if you run into any issues locating this option!

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  • Joe Gran

    I have a Ticket Count by Date Line graph. I've added a "Ticket Category" dimension to the Rows section, which easily allows me to see the trend of each category I select over time.  

    The y-axis, however, does not auto-scale when I select a category that is far lower than the total tickets for a given day. Is there a way to auto-scale the axis based on the data being displayed?

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  • Devan - Community Manager
    Zendesk Community Team

    Hello Joe Gran,

    You can accomplish this by implementing the following in your Explore instance. 

    1. Navigate to the Chart Configuration menu
    2. From there navigate to the Y-Axis menu 
    3. Locate the Shared Access box
    4. Uncheck it 

    I've included an image that should help you identify this on your set up. 

    Best regards. 

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  • How do you edit the x and y axis labels?

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  • Rob Stack
    Zendesk Documentation Team

    Hi Niall Adler - Mission College 

    To edit the axis labels, you double-click the existing label and a note box will pop up where you can enter the new text.

    I'll make sure this information is included in this article. Thanks!

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  • Matt Bolling

    How do I change the order of the data in the X-axis? I'm showing our Customer Satisfaction Score vs the Full Resolution Time Bracket. 

    The results of the X-axis are misleading. See the screenshot. 

    I want "5-24 hrs" to be listed on the X-axis BEFORE "1-7 days" so that the X-axis is in chronological order.

     

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  • Rob Stack
    Zendesk Documentation Team

    Hi Matt Bolling, I think you might be able to do this by using an ordered set. For more information, see https://support.zendesk.com/hc/en-us/articles/360022184334

     

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  • Vladimir Petrushenka

    Hi there, 

    I'm trying to slice data by ticket tag so that I could see the volume/percentage for each tag per month for example. I was trying via groups, however, it didn't work. I have 8 tags in my report in Insights(screenshot below) and I'm able to split the month's data by ticket tag. 


    Can someone advise how I can build this king of query in Explore? 

    Thanks 

     

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  • Elissa
    Zendesk Community Team

    Hello Vladimir Petrushenka

    If I understand what you're looking for correctly this should do the trick!

    Make sure to use the "Support: Tickets" dataset. Select "tickets" as the metric, pick your time attribute for "columns" I did "week of year", and put the attribute "ticket tags" in the rows. 

    Make sure to stack your columns by going to the paintbrush icon on the right hand sidebar, and clicking on "Chart" and checking the box next to "stacked".

    Note: You can limit your query to only showing a few tags (in your case those specific 8 tags) by clicking on the "ticket tags" attribute (the grey box itself) and then checking the box next to the tags you want selected. Also, make sure your chart is showing as a column chart by clicking on the chart button on the right hand side bar and selecting column.

    I hope that helps!

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  • Vladimir Petrushenka

    That did work indeed, thanks for your time Elissa

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  • Elissa
    Zendesk Community Team

    You're very welcome! I'm glad to hear it.

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