This Explore recipe shows you how to change the color of the % One-touch tickets value to green when it reaches a certain value.
What you'll need
Skill level: Average
Time Required: 15 mins
- Zendesk Explore Professional or Enterprise
- Editor or Admin permissions (see Giving agents access 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 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 New query. Query builder opens.
- Next, add your metrics, the things you want to measure. In this case, you'll add the number of tickets created. In the Metrics panel, click Add.
- From the list of metrics, choose Agent replies distribution > % One-touch tickets, then click Apply.
- In the Rows panel, click Add.
- From the list of attributes, choose Time - Ticket created > Ticket created - Year and Time - Ticket created > Ticket created - Month. Then, click Apply.
- In the chart configuration menu (
), click Display format. - On the Display format page, change Standard to Advanced.
-
Copy and paste the code below into the Format section.
IF (SUM(onetouchtickets-c133534e9b) > .80) THEN
{
"backgroundColor": "#15B660",
"precision": 0,
"scale": .01,
"prefix": "",
"decimalSeparator": ".",
"fontColor": "",
"italic": FALSE,
"bold": FALSE,
"suffix": "%",
"thousandsSeparator": " "
}
ELSE
{
"backgroundColor": "#ff0000",
"precision": 0,
"scale": .01,
"prefix": "",
"decimalSeparator": ".",
"fontColor": "",
"italic": FALSE,
"bold": FALSE,
"suffix": "%",
"thousandsSeparator": " "
}
ENDIFYou can change the required reference value. In the example, it shows .80. You can also change the color that appears when the value is greater than the reference value. In the example, the HEX color value is #15B660. Finally, you can also change the color that appears when the value is less than the reference value. In the example, the HEX color value is #ff0000. For more information, see Color Hex.
The query is now complete.
9 Comments
Hi,
Does the code for formatting support extended IF statements like this?
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
Eric G. Gao | Technical Support Architect | Zendesk
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-
How to change color of Priority and Ticket solved month, in the given query, please refer snapshot of the query.
Unlike for example if you have the Ticket Solved - Month as a column and the Priority as a row, which would result into something like this automatically changing colors. In here, we are telling Explore to display the number of tickets being created (or solved in your case, just used created here as it has more data in my test account), and and separate them by priority.
Hope this helps! Cheers!
Hey, how do I write > or =? Because here we get bigger or smaller and if the value is equal will be included as smaller. What is the simbol?
You can use OR, e.g.:
IF (SUM(onetouchtickets-c133534e9b) > .80) OR (SUM(onetouchtickets-c133534e9b) = .80) THEN
See also Explore functions reference
Hi Dave,
Thanks for answering.
I tried but it didn't work to me. So i decided just put a number behind, like the last number i want to have red. i.e. .69 when your target is 70. That works too.
Have a great day
Hi,
Do you know any way of excluding Totals from the formatting?
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