Explore recipe: Configuring clickable links to tickets

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50 Comments

  • Devan - Community Manager
    Zendesk Community Team

    Hi Tiffany Miller,

    We would be happy to answer any question you may have on Explore Reporting for our AMA! 

    0
  • Sydney Neubauer

    Hi,

    I am wondering if there is a workaround for when you export the report to also include the links. We have a report that is sent every day but jpg/pdf is an image of the report and CSV/Excel includes the link within HTML text and is not actually clickable. 

    Can we get this on Zendesk's roadmap to be added? Perhaps to have the report sent in an email rather than an attachment.

    Thanks!

    3
  • Rob Stack
    Zendesk Documentation Team

    Hi Sydney Neubauer thanks for this great feedback. I see you've added this to our product feedback forum which will have brought it to the attention of our product team. The team are looking at ways to enhance report exports, so this will be useful feedback to them.

    0
  • Jiri Kanicky

    The video is an extremely bad example. The videos should try to use real examples. Most users need a link on the ticket ID in Drillthrogh functions.

    This is a standard feature in EazyBI. I am not sure how software like this does not have clickable links on ticket IDs or Ticket Summary.

    I found Explore very cumbersome in comparison to EazyBI.

    0
  • Catherine Michalak
    Community Moderator

    Hi there, Rob Stack,

    Any idea why the "clickable link" shows up like example below, instead of an actual link? I have text interpretation set to html and clickable url turned on.

    <a href="https://bookinghr.zendesk.com/agent/tickets/380222" target="_blank" style="color: inherit">380222</a>
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  • Rob Stack
    Zendesk Documentation Team

    Hi Catherine Michalak, thanks for the question. I just ran through the recipe again to check nothing was broken and I was able to make it work. I can reproduce your results if I set "Text interpretation" to "Raw"
    I'd say double check the formula in your attribute, try switching the display from Raw to HTML and back again.

    If none of that works and you're still having problems, let us know and we can open a ticket to investigate. Thanks!

    0
  • Ariela Steif

    Please add clickable links on drillthrough! Need it to see more easily what tickets are composing a specific spike in the data.

    1
  • Catherine Michalak
    Community Moderator

    Hey Rob Stack

    I've tried to troubleshoot it as you explained but the results are still the same. No clickable link in excel extract.

     

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  • Rob Stack
    Zendesk Documentation Team

    Hi Catherine Michalak, I've sent this into a ticket so we can try to find out what's going on. I'll update the docs as necessary when we hear back. Thanks!

    0
  • Catherine Michalak
    Community Moderator

    Rob Stack, thanks for opening a ticket with support but looks like this feature is actually not available within exported reports so we have to make a case for it still :/ Someone's already put this feature request / feedback together. 

    I think I misunderstood the last part of your article as something that gets it to work in an excel table. 

    0
  • Gemma

    hello I need help with this formula.

    I'm trying to add in the query but when I add it the report is blank.

    May zendesk language is english, I've reviewed the formula and is ok, but when I add it, all the report become blank.

    I don't know what is the problem.

    Can you help me?

    thanks in advance

    0
  • Kaloyan Todorov

    Hi Gemma,

    All looks good too but may be try to click on row "clickable link" and once the list loads (can take some time depending on your list of results) pick "Selected" and "Select All". 

    To speed things up is worth adding a time filter for last 7 days or similar.

    Good luck,

    Kalo

    0
  • Gemma

    yes!! now it works.

    Thanks!! :)

    0
  • Adrian M.

    Any news on ETA on this guys? Mandatory migration is in less than one month, but Explore is still incomplete, like for this feature to have clickable links in drill through and exports. More than one year ago you said is on the roadmap but no further updates. 

    The workaround you give is just not matching the experience from Insights and our current reporting needs. 

    How you set the migration date, you should have set a deadline to achieve the key features in previous platform, which yo are aware of for a very long time now.

    Very disappointed :(

     

    1
  • Eugene Orman
    Zendesk Product Manager

    Hi Adrian M. 

    Thank you for the feedback. You have a good point. 

    We are currently working on enabling clickable links for the ID attributes like Ticket ID by default. These links will work directly in the queries and when drilling into data.  At this stage, these links will not be added to the Excel or PDF exports. 

    Default Clickable links feature should be available by the end of March 2021.

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  • Adrian M.

    Thanks Eugene for answering and clarifying the roadmap for this.

    Looking forward for when the clickable links are default for the ID attributes, as it will save us so much time when analyzing reports.

    Good day :)

     

    0
  • Vladimir Petrushenka

    I can definitely echo Adrian's general sentiment here. The migration is mandatory, but there are quiet a few functionalities that don't match Insights experience. We are coming up against issues nearly every day with Explore lately

    1
  • Bart

    Rob Stack

    Is it possible to create a link to the requester. 

    Use case scenario. Because there is no native round robin tool, quite often we have multiple tickets from the same requester. Instead I have a explore recipe that shows me requester by volume of tickets. I would like to click on the requester name - as I do for ticket id - but instead get taken to the requester where multiple tickets appear to be able to manage multiple emails in one go. 

    Thanks

    Bart

     

    0
  • Rob Stack
    Zendesk Documentation Team

    Hi Bart, nice to hear from you. Unfortunately, this isn't currently possible though would make a great suggestion for our feedback forum at https://support.zendesk.com/hc/en-us/community/topics/360001200913

     

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  • Henrik Heusala

    Hi Bart,

    If I understood correctly this tip earlier in the thread might do the trick:

    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])

    OR

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

    And

    LINK("https://YOURORGANIZATION.zendesk.com/agent/organizations/"+[Ticket organization ID],[Ticket organization name])

     

    For your use case if I understood it correctly _ticket_ requester would be good but if you're using these for user/organization spesific queries then you could use also use Requester ID/Organization ID without _ticket_.

    In the latter just keep in mind that if you've activated multiple organizations this will show you always Requesters/Users default organization while if you're doing ticket spesific queries Ticket Requester/Organization ID will always bring up the right organization based on the ticket.

    Unfortunately none of these work with drillins etc for now so you probably need to do a Table query like in the example in this article

    0

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