Explore’s custom groups provide more flexibility for understanding your team’s performance. For example, you can create groups for all of your internal teams’ functions and external facing teams’ functions to use as attributes or filters in your analysis. For more information about custom groups, see Organizing values by groups and set.
In this recipe, you have two ticket groups, Support Group 1, and Support Group 2. Using an attribute group, you'll configure a group named Support Group 1 and 2 that contains all member of both ticket groups.
To create custom groups from your Zendesk Support groups
- In Explore, click the reports () icon.
- In the Reports library, click New report.
- On the Select a dataset page, choose the dataset containing the ticket data you'll need to build the report; in this case, Support - Tickets, then click Start report. The report builder opens.
- From the Calculations menu (), click Group.
- On the Group page, choose the Ticket group attribute from the Computed from drop-down list. The Ticket group attribute contains your different Zendesk Support groups.
- Click Support Group 1, and then click +.
- Click Support Group 2, and then click the right arrow.
- Click the group name and rename it to Support Group 1 and 2.
- In the Attribute name box, provide a name for the attribute. This is the name that you will choose when you add the attribute to a report. Enter Support group 1 and 2.
- When you are finished, click Save.
- In the Metrics panel, click Add.
- From the list of metrics, choose Tickets > Tickets, then click Apply.
- In the Columns panel, click Add.
- From the list of attributes, choose Calculated attributes > Support group 1 and 2 (the attribute you just created), then click Apply.
In this case, you'll see the tickets in your grouped attribute against the total number of tickets in the entire support group.
Adding more advanced interactivity
To make this report more interactive, you can add advanced decompose options, so viewers can dig in and take a look at underlying Ticket Group performance.
This section contains the following topics:
Setting your decompose path
In Explore, viewers can use the Decompose interaction to slice specific data points by other attributes from your dataset. You can specify which attributes viewers can decompose on by applying settings in Chart configuration > Decompose type. This recipe uses one of the available options called Decompose path.
Decompose path enables your users to start at the top and drill all the way down to the most granular level of detail. When looking at tickets by your custom group attribute you created above, you could set Ticket group as well as Assignee as your decompose path to view the number of assignees in the different customer support group teams.
Decomposing your results
After you’ve saved your Decompose path, you can go ahead and decompose your data. To use decompose, click any of your columns or other data points visualizations for your chart type, then select Decompose.
This is one example of the many ways that advanced grouping and decompose options can help streamline your reporting. See Organizing values by groups and set and Interacting with reports for more information on using these features.