Reporting with custom fields

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18 Comments

  • Kristie Thomas

    Hello All,

    I am trying to run a report on individual tickets that are categorized under a certain ticket field.

    For example, one of our ticket fields is "Cancelations/Refunds." Is it possible to go somewhere and pull up all individual tickets that have this ticket field assigned to it, easily? Further clarification: Is there a way for me to pull up from 2/1/21 to 2/7/21 each ticket that has this custom ticket field assigned to it?

    Currently, I am having to go through each agent and pull the ticket numbers from the "recently solved" tickets and this is way too time-consuming. There has to be an easier way!

    Thanks for any help that can be offered :)

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  • Kay
    Community Moderator

    Hi Kristie,

    In Explore you can set a filter to that custom ticket field.
    Depending on how you've configured the custom ticket field, you could set the filter to something like Cancellations/Refunds includes/excludes NULL.

    That filters all tickets where this field is set.

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  • Bobby Quezada

    Hi, 

    Can we report talk data based by custom organization fields. For example, were looking to be able to report on all callers with the organization field of "free", and view metrics like total talk time, and total calls. 

    0
  • Eric Gao
    Zendesk Customer Care

    Hi Bobby​,

    You can report on organization fields to a certain extend when working in the Talk dataset in Explore. You can find the list of reportable org fields here: https://support.zendesk.com/hc/en-us/articles/360022365173

    For example:
    -Organization name
    -Organization ID
    -Organization domains
    -Organization status
    -Organization tags

    Note that custom org fields (or fields outside of the list above) will not be available for reporting in Explore, but we are happy to forward any field requests as product feedback to our Explore team.

    Hope this helps Bobby​ and let us know if there is anything else we can assist with.

    Warm Regards,

    Eric G. Gao | Technical Support Engineer | Zendesk

    1
  • Alex Aguilar

    Hi,

    Couple questions:

    1. Is there a limit on the number of fields that can be report on in explore? I know there was a total limit of 625 for Insights which was roughly about 500 custom fields.

    2. Are multiselect fields reportable in Explore? Insights didnt allow them to be reported out on. 

    1
  • Ivan

    Hello!

    Can I use a Sell Contact's custom fields in Explore? In Sell reports I see all these fields, but in Explore (using Sell dataset) I see only standard fields and no one of my custom:

    0
  • Bart

    Hi All, 

    How can you bring up custom fields from their original bulk updated information to what they have been changed to so you can set it back to the original state? 

    For example, the custom field had some data that has now been changed, and I would like to know where it was changed, the original information and the new information it has been updated to so I can easily revert it back to what it was before. 

     

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  • Sabra
    Zendesk Customer Care

    Hey @...! In Explore's Ticket Updates dataset, you can utilize the Updates metric with the Changes - Field name attribute to filter to ticket updates that only involve the custom field you are interested in. Then, with the Ticket ID, Changes - Previous value and Changes - New value attributes, you can see for each ticket what the value of the field was and what it changed to. For more information on these metrics, check out the Ticket updates dataset article. 

    1
  • Clark

    Hello - I have over 40+ custom fields available as part of our ticket type selection, which can be broken down into 6 categories.

    For example

    Campaign::Creating a Campaign

    Campaign::Adding Collaborators

    Campaign::Creating Ads

    Technical::Technical Spec

    Technical::File Fix

    System::New User

    System::Password Reset

    etc

    When I create a pie chart of ticket numbers I get all 40+ results (one per category) and the data is difficult to visualise. How can I SUM the data into categories (campaign, technical, system etc) and display this as a top level overview?

     

     

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  • Dave Dyson
    Zendesk Community Manager
    Hi James –
     
    There's a recipe for that! Here it is: Explore recipe: Reporting on nested drop-down fields
    1
  • Clark

    Hi Dave

    Perfect - Exactly what I needed. 

    Thanks

    0
  • Dave Dyson
    Zendesk Community Manager
    Glad I could help, James!
    0
  • CJ Johnson


    This is not quite right, in my experience. For starters, it's 1 and 0, not True or False, on the Updates Dataset. Also, the status of NULL is applied to every checkbox at creation and then "updates" to 0. 

    0
  • Roger

    Hey guys, we're facing some problems exporting custom fields data.. 
    Actually, we have the 'Growth' license.. 

    It let us create and use the custom fields on the ticket system, but we cannot download any information about it!

    I guess there is two workarounds on this scenario;
    1 - Get an plugin, where we could retrieve the all data from the tickets and merge it with the ZenDesk usual reports;

    2 - Get our license updated, so it will enable us to export all the data from the tickets (including custom fields). 

     

     

     

    I would like to know if this make any sense and if those two ways to resolve really can be applied, or if there's something else i'm missing.. 

    Roger A. 

    0
  • Antonio Guerra

    Hello, has there been a solution for this? I'm having trouble because I see my custom fields as blanks when I try to create a new Query. It looks like this. (Tipo de ticket is the name of my custom field, Seleccionar todo is selects all)

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  • CJ Johnson

    Antonio Guerra Has the field been used on any tickets yet? You won't be able to see or filter on values that have not been used on a ticket, unfortunately. Additionally, if your query has filters that are restricting the results to tickets that have not applied the field, you won't see the options in the filter there, either. 

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  • Rebecca Che

    Hi, I'm trying to create a report on custom Fields. There are two different Fields with Checkbox. As an example, A customer with a checkbox, B customer with a checkbox.

    Here are created custom attributes to separate and categorize them as below.

    If ([A Customer]="true") then "A Customer"

    ELIF ([B Customer]="true") then "B Customer"

    else "C Customer"

    Endif

     

    However, the B customer counts always give the wrong data. For example in March, B customer the tickets count is 36, however, when using this attributes, it shows only 19. Can you help with this?

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  • Gab Guinto
    Zendesk Customer Care
    Hi Rebecca,
     
    Have you checked if there are tickets where both checkbox fields are ticked? With how IF THEN ELSE statements work, if 'A Customer' and 'B Customer' are both true, then the ticket will only be counter under the bucket for "A Customer".
    0

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