This Explore report provides a quick way to see the number of tickets in your account broken down by the value set for a custom ticket field. It uses one metric and an attribute.
What you'll need
Skill level: Easy
Time Required: 10 minutes
- Zendesk Explore Professional or Enterprise
- Editor or Admin permissions (see Adding users to Explore)
- Ticket data in Zendesk Support
How to create the report in Explore
Use the following steps to create this report in Explore.
- In Zendesk Explore, click the query (
) icon. - In the Queries library, click New query.
- On the Choose a dataset page, click Support > Tickets > Support: Tickets, then click Apply. Query builder opens.
- Next, you need to add a metric. A metric is the thing you want to measure, in this case, the number of tickets. In the Metrics section, click Add.
- From the list of metrics, choose Tickets > Tickets, then click Apply. Notice that COUNT(Tickets) is displayed in the Metrics panel and Explore automatically displays the count of tickets in the main section of the page.
- Next, add the attribute that will break down the number of tickets by the custom ticket field. In the Rows section, click Add.
- From the list of attributes, choose Ticket custom fields > [ticket field name], then click Apply.
-
By default, Explore chose a column chart to best display the data. To change this, click the Visualization type (
) icon.
- The query was, by default named New query. Click the New query text and replace it with a title of your own.
- Finally, click Save.
3 Comments
Is there a way to use a calculated metric or something else to get a count of custom fields based on value?
For instance, I have a field called 'version' that works just fine (v1, v1.1, v1.2, v2... etc). What I'd like to be able to do is get a total count of the tickets for all of version 1 (v1all) including the dot releases and show that value on the report along with the number of tickets for each dot release.
This doesn't work, but something like sum([version]="v1*")
Can this be accomplished? I'm fine if I have to list them separately and just use a + but that doesn't seem to work either.
Can you screenshot what you currently have?
In your query - you go to Result Manipulation
Totals: Grand totals on Col/Row - Aggregator: Sum
JDeL, if your field is a list of values/choices, you could make a custom attribute group to pull together all the "dotted" values under the larger header. https://support.zendesk.com/hc/en-us/articles/360022184334-Organizing-values-by-groups-and-sets.
Or you could build a custom attribute. I have a free text field for version in my Zendesk, so I wrote a custom metric for all the combinations of shorthand people use to document the version. From what you wrote, you could do something similar: LEFTPART([version],2). This would just take the left two characters so all your "dots" roll up. Then use results manipulation on that custom attribute.
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