Working with query filters

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10 Comments

  • Alfine Putra Dhanendra

    Hi I'm currently trying to separate tickets by its previous updates.

    For example, I want to identify ticket IDs that have been updated to have a "High" priority at least once in its lifetime.

    But other than that I also want to know every single update for each ticket IDs that meets that criteria.

    Filtering with "Update Ticket Priority" or "Changes - New Value" to "High" would only show the updates that have "High" priority meanwhile as I said before, I also want to show all of the updates of the said ticket IDs.

    Any tips on how I could perform such filter/selection?

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  • Erik Lynch
    Zendesk Customer Advocate

    Hi Alfine, 

    If I'm following your question correctly, I do have some ideas that can help!

    For starters, you can create a standard calculated metric which will pull updates where the priority was set to high, like in the screenshot below. For more on building standard calculated metrics you can check out this article from our knowledge base: Creating standard calculated metrics and attributes

    Next, you can create a second standard calculated metric like so:

    This metric will show a 1 for every update that occurred on a ticket that had the priority set to high at any point in time. This will be more clear below. When we add both of these metrics to a query, along with the Ticket ID and Update - Timestamp as Rows of the query, we can start to see how this works.

    The last step is to filter out the unwanted tickets, which you can do with a metric filter on our Attribute Fix metric. More on metric filters can be found in this article in our knowledge base: Selecting the metric result range.

    Now, we have a base query as you describe, which allows us to see every update event, specifically on tickets that were ever set to a high priority:

    Then, you can pull in any other data elements you want added to the query. 

    Hopefully this helps as a starting point for the query you have in mind!

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  • Alfine Putra Dhanendra

    Hi Erik Lynch!

    Thank you so much, I have tried it and it worked like a wonder.

    Although I still don't know about the ATTRIBUTE_FIX() function on the query. Do you have any documentation I can read to get to know how this function actually works? Would be much appreciated.

    Thank you.

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  • Rob Stack
    Zendesk Documentation Team

    Hi Alfine Putra Dhanendra, the aggregation level functions like ATTRIBUTE_FIX have not been officially released yet, but you can read more about them at:

    https://support.zendesk.com/hc/en-us/community/posts/360044181213

    Thanks!

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  • Matt Halvorson

    Rob Stack

    We're currently trying the Professional level of Zendesk, and one of the biggest tasks we want to undertake is exporting our tags which we use to track our stats.  Currently we're seeing a lot of metrics for sorting by numerical fields.  But is there a way to do keyword searching/sorting, and filter those by date as well?

    Thank you in advance! 

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  • Rob Stack
    Zendesk Documentation Team

    Hi Matt Halvorson, I don't know of an easy way to do these because Explore doesn't track WHEN a tag was added. However, I'd recommend you ask this over in our Explore Q&A section as it's possible that folk over there might have a solution. Thanks!

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  • Matt Halvorson

    Thank you for the feedback!  I'll reach out on that thread. 

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  • Christine Cravey

    Hello,

    What is the limit of tags I can filter with? In Insights, the limit was 200. When trying to add more tags to the current filter, I receive a "Narrow down your query" message. Does this mean I have maxed out the amount of tags I can filter against?

    Thank you in advance!

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  • Gab
    Zendesk Customer Advocate

    Hi Christine,

    The error 'Narrow down your query' means the there is too much data from the query results. Technically, you can select as much tags as you need in your tag attribute filter, but if the resulting data is too huge for Explore to process, you may still be hit with the network error or the narrow down prompt. You may need to add more filters to the query (e.g., narrow down the report by a date attribute) in order to successfully load the query.

    By the way, in case you haven't reviewed this doc yet, here's a guide on Reporting with tags in Explore.

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  • Christine Cravey

    Hi Gab, 

    Thank you so much for the info! We can't narrow the query down more since we are reporting on the last 7 days but knowing that there is no tag limit does definitely help. Thanks for including the link to reporting with tags, I appreciate it!

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