Explore recipe: Configuring clickable links to tickets

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40 Comments

  • Anton Mintsev

    It's a pity one can't use calculated attributes in the drill through - no way to add ticket links there. Does anyone have a workaround? 

    9
  • Inbal Romano

    I'm also looking for a way to add tickets links to the drill-through. Would love to know if there's some kind of solution 

    1
  • Patrick Bosmans
    Zendesk Customer Advocate

    Hello Anton and Inbal,

    Unfortunately this is not a feature of Drillthrough yet.  This is however a great idea and I would recommend you post in the Explore Feedback Forum to make sure that our Product team is aware of this type of feature request.

    4
  • Justin

    When I add this clickable link attribute and add it to ROWS in a table report, it shows a ticket ID but it's not clickable. What gives?

     

    EDIT: Disregard. For anyone with the same question, you need to add another step:

     

    chart configuration > chart > text interpretation = HTML

    1
  • Delores Cooper
    Zendesk Customer Success

    You got it, Justin! Let us know if you need anything else!

    0
  • Mark Menjivar

    Yes, would absolutely want to have clickable links in the drillthrough function as the way Insights did! 

    2
  • Rona Yang

    The explorer feedback link is broken. Also would like to add that clickable links is really necessary for drill through or to be able to just go into a list of the tickets and open them up the way we have in JIRA. 

    1
  • Henrik Heusala

    Hi guys,

    Thanks for this info allthough in our opinion this should be default behaviour - both having links to tickets, users and organizations as well as the ability to drill through on any given datapoint all the way to the ticket as this has been the X factor in Zendesk and Insights reporting. But this is what we have to live by until development!

    Question - Should this Query work when placed on a dashboard? I get the link working while opening the Query directly but when placed on a dashboard it doesn't work?

    Unrelated tip: You can easily also create user and organization links with the following calculated attributes:

    LINK("https://YOURORGANIZATION.zendesk.com/agent/users/"+[Requester ID],[Requester name])

    And

    LINK("https://YOURORGANIZATION.zendesk.com/agent/organizations/"+[Requester organization ID],[Requester organization name - Unsorted])
    2
  • Kristin Bouveng

    I have added this calculated metric in one dataset (standard support tickets), but it's not visible when using a different dataset. So I've set it up again in the other dataset (ticket updates), but it's not showing up in rows/columns or filters. I've tried twice now.

    Is it not possible within this dataset, or what is the reason to this? 

    I think it's absolutely ridiculous that ticket IDs aren't automatically clickable in reports, and you can't even copy the link ID, so you have to manually look up the number, having Zendesk open in a different window/tab. 

    So frustrating! It's adding so much extra time to ticket analysis/review/management. 

    2
  • Tim O'Brien

    This should be the default behavior for Ticket IDs like it is in Goodata.

    4
  • Matthew Dealy

    This article is helpful, however, as others have stated, this is still a bit ridiculous that the ticket IDs and names are not automatically assigned to be clickable. Explore is such a pain in the butt to work with compared to insights that it boggles my mind that you brought it out so soon. It feels incomplete.

    The interface for viewing the datasets is horribly inefficient. If you download a pdf you can't even see the entire list of information, it only shows the part that is visible within explore and you cannot even see more than a phone screen-sized portion of the report at a time. Is there a way to just easily view the information in a query?

     

    It would also be nice if you could just change filters in a query instead of having to make numerous queries for different months or go and edit a query every time you wanted to review info. For instance, we have customer service meetings where we go over negative reviews and to look at a different month of reviews, I have to go in, update the query, then go back to the dashboard to see it, or just view it in the editing form. 

    I appreciate that help that has been provided via email, however, it seems like explore is currently just a large waste of time compared to how easy it was to get the same info with insights. If changes like this can be made so suddenly it concerns us as to what else might be drastically changed for no other reason to be made more costly or just become worse. 

    0
  • Vincent Dollet
    Zendesk Product Manager

    Hi Matthew Dealy, thank you for reaching out. You're raising valuable feedback:

    • Making sure that records (tickets, users, organizations) are clickable "out of the box" is on the roadmap. I unfortunately do not yet have a firm ETA for its availability.
    • Improving PDF exports is amongst our H1 2020 priorities. What are the main issues you would like us to address on that topic?
    • Once you have your "customer service meeting" query (analysing negative reviews) on your dashboard, you should be able to change the month you're analysing directly from the dashboard by adding a time filter. You should not have to edit the query every time. Can you please explain why you currently need to update the query every time?

    Thanks

    2
  • Matthew Dealy

    Hey Vincent,

     

    Thanks for getting back to me.

    • This will be wonderful! Thanks for working on that :)

    • Awesome! Right now the PDFs don't export more than what you can see on screen which is really frustrating for the satisfaction query because the notes from customers become very long sometimes and it's not possible to see them entirely along with all of the other rows on the screen. The PDF export does not let you scroll sideways to see the other info. If the satisfaction comments could be made to use multiple rows in a query instead of being a super long single row, that would be ideal.

    • I did figure out the last one about the month change with the data filter, thank you for that! :)

    1
  • Matthew Dealy

    Hey Vincent, 

    I was able to solve the multi-line issue using the info in This article under the columns section. 

    The only thing to add is that it would be sweet if there were default queries that showed average first reply time and one-touch tickets with an average shown. 

    Thanks much!

    0
  • Vincent Dollet
    Zendesk Product Manager

    Hey Matthew Dealy, many thanks for your replies.

    • PDF exports: thanks for your feedback. Great you could address the multi-line issue. We'll still need to decide what the default export settings should be (more information/questions shortly)
    • Default queries: it's a very good point. We have started discussing different ways to help you be successful faster (more default queries, templates etc.). We'll reach out to the community as soon as we have more information.

    Kind regards

    Vincent

    0
  • Enrique

    Hi,

    when I try to add the Calculate Attribute to the rows panel, I get this error:

    Any idea? Someone could help me?

    Thanks in advance and Best Regards,

     

    Enrique

    0
  • Rob Stack
    Zendesk Documentation Team

    Hi Enrique, I just worked through the recipe and I wasn't able to replicate the error you are getting. It's worth double checking you are using the correct dataset (Support: Tickets) and that the formula is pasted correctly. Failing that, we can open a ticket to have someone help you troubleshoot this.

    0
  • Joseph Garcia

    I think I'm getting the same error as Enrique.  

    The set of calculations Calculated member named 'ticketnumberandlink-a29e859088' references 'Ticket ID' which is unknown as attribute. isn’t valid. Adjust the calculation and try again. (Error code: d309e848)

    0
  • Henrik Heusala

    Hi guys, this is probably because you're using Zendesk and therefore Explore with another language than English. What you need to do is not put in ticket ID but whatever Zendesk suggest to you in your language. For example in Finnish that would be Tiketin tunnus

    Or you can change your language to English and it would work with ticket id

    0
  • Enrique

    Yes, you're right Henrik.

    I'm using Zendesk in Spanish and in this case instead to use the parametter 'Ticket Id' the right name is 'Id del ticket'. Using this syntax all works fine:

    LINK("https://XXXXXXX.zendesk.com/agent/tickets/" + [ID del ticket], [ID del ticket]) 

    where XXXXXXX is your domain.

    Thanks and Regards

    1
  • Yana Popovych

    Followed the steps and all the links are clickable while you are editing the query, though they are not clickable when you open the table on the dashboard. Are there any workarounds to make it work?

    0
  • Rob Stack
    Zendesk Documentation Team

    Hi Yana Popovych I just tested the recipe and wasn't able to replicate your problem. Did the person clicking the links have view only access to the dashboard or full access? If it continues to fail for you, let us know and I'll open a ticket.

    0
  • Yana Popovych

    Rob Stack seems like it's working now. Thanks

    1
  • Rob Stack
    Zendesk Documentation Team

    Excellent! Thanks for letting me know.

    0
  • Tiffany Miller

    Hey! I did Step 7 and created the attribute, but when I go to Rows it is not a visible option I can select and add to my report. Any reason for that?

    Note: I saved the report, published, reloaded the page, etc. 

    0
  • Rob Stack
    Zendesk Documentation Team

    Hi Tiffany Miller it should be in the "Calculated attributes" folder when you click Add from the rows panel. It's also worth using the search box after you click add. If it still doesn't work, let us know and I'll open a ticket so someone can investigate your problem more closely. Thanks!

    0
  • Tiffany Miller

    Is there a way to view the calculated attributes I created?

    I tried to re-create the attribute because I didn't see it as an option after I searched or viewed under Calculated attributes to add as a row and saw this:

     

    Would any sorting be impacting my ability to select it as a calculated attribute in the row?

    0
  • Rob Stack
    Zendesk Documentation Team

    Hi Tiffany Miller, sorry this is still causing problems. It sounds like you are doing everything correctly. I've opened a ticket so we can dig into this further with you. You should hear from someone soon.

    1
  • Tiffany Miller

    Thanks Devan! My current open ticket has some questions in it that could be used for the AMA. 

    0

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