Explore recipe: Joining attributes

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  • Hannah Voice

    Oh that's awesome @..., that works a treat. Thanks so much! 🤩

  • Florian

    I have used this one to create an attribute:

    [Ticket solved - Year]+" "+[Ticket solved - Month]

    In my Report (X-Axis) it's shown as, e.g. "2020 September".

    I would like it to appear as, e.g. "2020-09" or "2020-Sep"

    How can I do that?



  • Julie Mathevet

    Hey Florian,

    For the format 2020-09, you could use the following formula : [Ticket solved - Year]+"-"+ DATE_FORMAT([Ticket solved - Date],"MM")

    For the format 2020-Sep, you could use this one: [Ticket solved - Year]+"-"+ LEFTPART([Ticket solved - Month],3)

    What could be tricky with this second example is that the years will be correctly ordered (chronologically), but not the months (it will follow an alphabetical order).

    So if you wish to use this format 2020-Sep, I recommend to create an Ordered Set attribute based on this joined attribute.

    This way you’ll be able to manually order the values so they are in a Chronological order. See this article: Organizing values by groups and sets 

    Hope this helps!


  • Abby Armada

    Hi there,

    We have a Custom Field (Plan Type) that has 4 options, and I want to combine two of them ("Null" and "No Account"). How would I go about doing that? Thanks!



  • Gab Guinto
    Zendesk Customer Care

    Hi Abby,

    You can organize the values thru a custom group attribute (see Creating groups) based on your custom field attribute. You may aggregate results from these two field options; when you use this custom group attribute in your query, the count for 'Null' and 'No Account' will be combined into one attribute value. 

  • Patrik Kaldi

    Hi Everyone,

    I would create a custom attribute where I would join 2 different form's attributes . 

    We have 2 form one has got 6 priority level the other has got the standard 3 level . How could I connect them to use only the 3 level of priority instead of different values ? 

    Thank you in advance,


  • Gab Guinto
    Zendesk Customer Care
    Hi Patriarch,
    You can try creating a custom attribute with IF THEN ELSE statements referencing your two priority fields. Example:
    IF [Priority field A]="Priority 1A" OR [Priority field A]="Priority 2A" OR [Priority field B]="Priority X" THEN "Priority Z"
    ELIF ...
    You can refer to this article to read more about the IF THEN ELSE function.
    Thanks Patriarch!
  • Erman Ates

    Hello, how can I escape double quotes in text?


    for example I'm trying to create hyperlink for google sheets and google sheets accepts


    format. when I export the report as excel file and import to Google sheets, the hyperlink should work fine.. how can I concat better in explore?

    see an example below:

    "=HYPERLINK(?https://invicti.zendesk.com/agent/tickets/"+[Ticket ID]+"/events?comment="+[Update ID]+"?,?"+[Update ID]+"?)"

    I need double quotes escaping in replacement of the question marks above. Is this possible?

  • Salim Cheurfi
    Zendesk Customer Care
    Hi Erman, 
    I'm sorry, we are not able to advise on how to concat your formula better to escape the double quotes to adapt the hyperlink for Google sheets.  What you are trying to achieve is tricky because the hyperlink function works differently in Explore compare to other platforms. 
    For example, in Explore we use the function LINK instead of HYPERLINK  :
    LINK("https://YOURORGANIZATION.zendesk.com/agent/users/"+[Requester ID],[Requester name])
    We do not have an operator or command to escape the double quotes. 
  • MineralTree | Support

    What I need to do is combine two 'channels' into one. We consider "Web" and "Email" as the same channel. Right now my reporting looks like this...




    I want to add Web+Email so I show them as one of 3 channels along with Voice and Chat.


    Can someone point me in the right direction?

  • Noly Maron Unson
    Zendesk Customer Care

    Hi Jay,

    One way to do this is to create a Group attribute computed from Ticket Channels.

    See Organizing values by groups and sets for more information on how to do this.

    Hope this helps.

  • Periklis P

    Is it possible to combine the following formulas?

    1. IF (VALUE(First reply time (min)) <= 90) THEN "1:30 hrs" ELIF (VALUE(First reply time (min))>120 AND VALUE(First reply time (min)) <= 60*8) THEN "2-8 hrs" ELIF (VALUE(First reply time (min))>60*8 AND VALUE(First reply time (min)) <= 60*24) THEN "8-24 hrs" ELIF (VALUE(First reply time (min)) > 60*24) THEN ">24 hrs" ELSE " No replies" ENDIF


    2. [Ticket created - Day of week],ARRAY("Monday", "Tuesday","Wednesday","Thursday","Friday", "Saturday", "Sunday")
        AND IN([Ticket created - Hour],ARRAY(10, 11, 12, 13, 14, 15, 16, 17, 18, 19, 20, 21, 22)

  • Elaine
    Zendesk Customer Care
    Hi Periklis,
    While I don't believe combining these aspects directly is feasible, you can create a distinct attribute for consolidation within a single report. I've refined the formula you shared:
    IF (IN([Ticket created - Day of week],ARRAY("Monday", "Tuesday","Wednesday","Thursday","Friday", "Saturday", "Sunday")))
    AND (IN([Ticket created - Hour],ARRAY(10, 11, 12, 13, 14, 15, 16, 17, 18, 19, 20, 21, 22)))

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