Reporting with custom fields

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  • 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 :)

  • Harver Admin

    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.

  • Bobby Quezada


    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. 

  • Eric Gao

    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:

    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

  • Alex Aguilar


    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. 

  • Ivan


    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:

  • 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. 


  • 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. 

  • James 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


    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?



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

    Hi Dave

    Perfect - Exactly what I needed. 


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

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