Explore recipe: Change color of % one-touch tickets when it reaches a certain value

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  • Cesar Jimenez

    Does this recipe work with all metrics? I'm trying to use it with the "Unsolved tickets age (days)" metric but the background color is not changing.

    IF (AVG(Unsolved tickets age (days) > 7) THEN
    "backgroundColor": "#EE0E0E",
    "precision": 0,
    "scale": 1,
    "prefix": "",
    "decimalSeparator": ".",
    "fontColor": "",
    "italic": FALSE,
    "bold": FALSE,
    "suffix": "",
    "thousandsSeparator": " "
    "fontColor": ""

  • Fernando Duarte

    Zendesk support said that color customization is not supported


  • Ricardo
    Zendesk Community Team

    Hello Cesar Jimenez! Thanks for raising this. I recreated the query but this time using the metric Unsolved tickets age (days) and using your conditional formatting. I had the same issue you had. I reached out to our Explore team and apparently there is an issue with the use of brackets in the title of the metric because they are seen mathematically.

    To solve this issue, duplicate the metric Unsolved tickets age (days) and leave the brackets out of the new name.

    Let me know if this helps please!

  • Cesar Jimenez

    Thanks Ricardo I found that workaround last night as well.

  • Bill Cicchetti

    In this day and age I wouldn't expect someone having to go through this much to alter the color.  IMO users trying to create a report wouldn't have the skill set to right out code such as above to accomplish a color change.


    So is this this the only way to alter the color of results?


  • Devan - Community Manager
    Zendesk Community Team

    Hello Bill Cicchetti,

    I understand that this process can prove less than intuitive in its current rendition. I would recommend posting in our product feedback forums since this would be the place where our developers look for feedback on ways to improve the product. As for now, the workaround share would be your best bet for accomplishing this.

    Best regards.

  • Andrei Kamarouski
    Community Moderator


    Does the code for formatting support extended IF statements like this? 

    IF (Metric1=X AND Attribute 1="YYY") ...
  • Eric Gao
    Zendesk Team Member

    Hi Andrei,

    The IF block does support multiple conditions on both the metrics and the attributes. That said, we recommend testing out each condition individually first before conjoining them in a single condition (using AND/OR).

    Warm Regards,

    Eric G. Gao | Technical Support Architect | Zendesk

  • Michael Fitz

    I was unable to get the color formatting working with KPI visualization type. I switched to a Table visualization and it worked. Just FYI in case anyone was having issue.

    Edit: Link to the feature request. https://support.zendesk.com/hc/en-us/community/posts/360042104174-Explore-color-conditional-formatting-is-only-in-Table-format-


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