Explore recipe: Configuring clickable links to tickets

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11 Comments

  • Anton Mintsev
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    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? 

    5
  • Inbal Romano
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    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
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    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.

    3
  • Justin
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    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

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

    0
  • Mark Menjivar
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    Yes, would absolutely want to have clickable links in the drillthrough function as the way Insights did! 

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  • Rona Yang
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    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. 

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  • Henrik Heusala
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    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])
    1
  • Kristin Bouveng
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    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. 

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  • Tim O'Brien
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    This should be the default behavior for Ticket IDs like it is in Goodata.

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