Update to custom ticket field values in Explore

Have more questions? Submit a request

13 Comments

  • Heather Rommel
    Comment actions Permalink

    This is a great change! Thank you very much!

    1
  • Fabio Strasser
    Comment actions Permalink

    I like the change as well.

    I don't understand why we have to adjust all of our custom queries and metrics manually though. This will take a lot of time! Why can't you just change that automatically?

    2
  • Quentin
    Comment actions Permalink

    Hi Eugene,

    Thanks for the great update!
    You mentioned multi-select field, but from what I see my multi-select fields still show the tag instead of the value.

    0
  • Eugene Orman
    Comment actions Permalink

    @Fabio, There is no simple way to auto replace the selected legacy field values with the new once. Enabling such functionality would have taken months of development and considerably delayed the release of this and other widely requested features. Our apologies for the inconvenience.

    0
  • Eugene Orman
    Comment actions Permalink

    @Quentin, thank you for spotting this issue. The multi-select field values are displayed correctly now. If this is not the case on your side let me know on the ticket I have created for you.

    1
  • Natalie Raitt
    Comment actions Permalink

    Hello! I am really struggling on how to carry out these updates, I am unsure of what it is exactly that I need to update and what I need to update it with?

    0
  • Marie-Cathrine Sørensen
    Comment actions Permalink

    Hi

    After this update, I'm experiencing a flaw when trying to select/deselect some of the custom ticket field values. It seems like it is not reflecting my selections correctly in the query: when I'm selecting them, they are not showing up, and when I'm deselecting them they are not removed.

    0
  • Eugene Orman
    Comment actions Permalink

    @Natalie,

    If the queries that used to function correctly before 20th Jun are returning no results and the No data available error message is generated then you will need to update these queries. The legacy field values need to be replaced with the new ones. Here is a demo: https://cl.ly/b6c1b959da3c.

    -1
  • Eugene Orman
    Comment actions Permalink

    @Marie-Cathrine, this normally shouldn't be the case I will create a ticket to investigate this issue further with you.

    0
  • Natalie Raitt
    Comment actions Permalink

    Hi Eugene, I have been in and tried to do what your video is suggesting and it has been of no help. I have raised a ticket with Zendesk support on Monday and still heard nothing back. This renders the reporting function completely useless for us.

    0
  • Brett - Community Manager
    Comment actions Permalink

    Hey Natalie,

    I was able to track down your ticket you referenced and it does look like it's assigned to our Customer Advocacy team. It looks like there's currently a high volume of tickets currently which would explain why you haven't received a response quite yet.

    I've gone ahead and bumped up the priority of your ticket. Our team will follow-up with you once they're able to take a look at your ticket. We appreciate your patience!

    0
  • Gal Zohar
    Comment actions Permalink

    This is a great enhancement, but the rollout was destructive to us!

    There was no email notification (did we all miss it?), and one morning almost ALL our dashboards came up blank or corrupted. We had presentations to managers that we could not get data for, without spending a few good hours fixing query by query.

    This is a significant breaking change. It's quite disappointing that it was just rolled out like this.

    1
  • Vincent Dollet
    Comment actions Permalink

    Hi Gal, thanks for reaching out. I agree that we failed our most active customers with the roll-out of that long-awaited improvement. I sincerely apologise for the impact this had on you and your teams. We have identified a set of remediations which will ensure that new features are backward compatible, and that we communicate broadly and clearly with sufficient notice.

    0

Please sign in to leave a comment.

Powered by Zendesk