Explore’s custom groups provide more flexibility for understanding your team’s performance. For example, you can create groups for all of your internal teams’ functions and external facing teams’ functions to use as attributes or filters in your analysis. For more information about custom groups, see Organizing values by groups and set.
In this recipe, you have two ticket groups, Support Group 1, and Support Group 2. Using an attribute group, you'll configure a group named Support Group 1 and 2 that contains all member of both ticket groups.
To create custom groups from your Zendesk Support groups
- In Explore, click the query (
) icon. - In the Queries library, click New query.
- On the Choose a dataset page, choose the dataset containing the ticket data you'll need to build the query; in this case, Support: Tickets, then click New query. Query builder opens.
- From the Calculations menu (
), click Group. - On the Group page, choose the Ticket group attribute from the Computed from drop-down list. The Ticket group attribute contains your different Zendesk Support groups.
- Click Support Group 1, and then click +.
- Click Support Group 2, and then click the right arrow.
- Click the group name and rename it to Support Group 1 and 2.
- In the Attribute name box, provide a name for the attribute. This is the name that you will choose when you add the attribute to a query. Enter Support group 1 and 2.
- When you are finished, click Save.
- In the Metrics panel, click Add.
- From the list of metrics, choose Tickets > Tickets, then click Apply.
- In the Columns panel, click Add.
- From the list of attributes, choose Calculated attributes > Support group 1 and 2 (the attribute you just created), then click Apply.
In this case, we've shown the tickets in our grouped attribute against the total number of tickets in the entire support group.
Adding more advanced interactivity
To make this query more interactive, you can add advanced decompose options, so viewers can dig in and take a look at underlying Ticket Group performance.
This section contains the following topics:
Setting your decompose path
In Explore, viewers can use the Decompose interaction to slice specific data points by other attributes from your dataset. You can specify which attributes viewers can decompose on by applying settings in Chart configuration > Decompose type. This recipe uses one of the available options called Decompose path.
Decompose path enables your users to start at the top and drill all the way down to the most granular level of detail. When looking at tickets by your custom group attribute you created above, you could set Ticket group as well as Assignee as your decompose path to view the number of assignees in the different customer support group teams.
Decomposing your results
After you’ve saved your Decompose path, you can go ahead and decompose your data. To use decompose, click any of your columns or other data points visualizations for your chart type, then select Decompose.
This is one example of the many ways that advanced grouping and decompose options can help streamline your reporting. See Organizing values by groups and set and Interacting with queries for more information on using these features.
10 Comments
Hi there,
Is it possible to get the recipe for creating the recipe for the last chart? That would be much appreciated!
Best,
S.
Hi Stephanie,
Yes! Here's how you can create this chart in your workspace:
Metrics: COUNT(Tickets)
Columns: Ticket Group
Filters: Ticket Group (and just select the few groups that you'd like to keep an eye on)
Let me know if this helps!
- Andrew
Yes! Thanks, Andrew
Best,
S.
Hello, is it possible to select multiple 'computed from' lists and create a group from multiple custom computed sources?
Thanks.
Hello Moises Chavez,
Groups in Explore is only meant for a single attribute, not multiple sets of attributes. From what you've described, this would be best to create a standard calculated value using an IF/THEN statement. I've linked an article below that goes into greater detail on this topic. Also, if this is something you'd like potentially added to the base product in future updates, I would suggest posting in our product feedback forums.
Using the IF THEN ELSE function
Hi, once you have an Advanced Group setup, can you use these to filter on in a Dashboard? I have one I created, but don't see it showing up in my Ticket Group filter. Any thoughts?
Hello fellownarrator,
Yes, It's possible! You can simply add it as a data filter. For instructions on how to you can check out this article: Adding interactive dashboard widgets
Let me know if you have any questions! :)
So I already have multiple data filters on my dashboard, what I am saying is the Advanced Group I setup does not show up in the drop down for the Ticket Group filter I have setup. I want to, for example, lump 3 of the Ticket Groups from different geographical regions into 1 Advanced Group known as "Standard Support." The Advanced group I have setup, however, does not show up in the drop down for the data filter I have setup.
To simplify: Data Filter = Ticket Group -> The Advanced group setup that should show up in Ticket Group when I hit the drop down does not appear.
Hello fellownarrator,
Once you create a custom group it gets added to your calculated attributes folder so you won't find this listed as a value for Ticket Group when filtering. You'll want to add a separate data filter for this custom group which you can select from your list of attributes under choose data filter columns. Here is a screenshot of what that looks like from my test account:
Hope this helps!
Best,
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