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 :)

  • 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.

  • 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
    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:

    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
    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
    Glad I could help, James!
  • 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. 

  • 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. 

  • 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)

  • 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. 

  • 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"



    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?

  • 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".
  • Birgit Vunk


    I have added a custom multi-line field I would like to use as a tag. I would want to add product LOT numbers in this field. Sometimes under one ticket I have many products or many different LOT numbers of the same product.

    How do I enter multiple numbers into the field, so that it differentiates between the (lets say) two different lot numbers, so it would be possible to count tickets with either lot number? At the moment it understands this entry as one lot number. Is there some kind of a semicolon or such solution to put between the two variables?

    Thanks a lot for your help!

  • Alex Zheng
    Zendesk Customer Care
    Hey Birgit,
    Text fields are generally not super useful for reporting and generally better served as notes to record additional unstructured data so unfortunately it is not possible to differentiate multiple items in a multi line field. It would be better to report on with a multi select field or some other type of field.
    Best regards,
  • CJ Johnson

    Alex Zheng In Birgit's example, the items are product IDs. Assuming that there's potentially hundreds of IDs and more being added every day, a multi-select solution doesn't really work too well for this type of thing.  Can you clarify what other types of fields might be able to accomplish this goal?

  • Krizzia Kaey

    Hi. How can I add the request category to my reports? I have customized my request category and I wanted to check tickets by request type on my report, how can I do that?

  • Diogo Maciel
    Zendesk Customer Care
    Hi Krizzia!

    If "request category" is a field in your account, you may check the article below to ascertain how that field is entered in Explore and how it can be used in your reports

    I hope this helps! 
  • Katalynn Hagston

    I'm trying to do step one of setting this up under objects/rules within the admin center and don't see what you are mentioning. This is all I see

  • Dave Dyson
    Hi Katalynn, and welcome to the community!
    Generally, you need to be an Admin in your account in order to create, edit, or manage custom fields (although on the Enterprise plan it's possible to create a custom agent role that provides management privileges for custom fields). It looks like you're a Contributor, which has more limited privileges, so you'll need to ask your account owner or admin to grant you Admin status (and possible add an agent seat to accommodate you, since the Contributor role does not consume an agent seat).
  • ☆BeaconHelp

    Hi expert, I have a question.

    I'd like to show the numeric custom field to metric in the report.

    I want to know how to show the nemeric value.

    I only can see the integer ..

  • Gabriel Manlapig
    Zendesk Customer Care
    Hi there,
    You can do this by going to Chart configuration > Display format. Then, select the metric and choose Custom and you can choose how many decimal places to show. 
    Some more information on that here: Customizing the result format.
    I hope this helps. Thank you!
  • Mark Molloy

    I am creating an Explore Report using the Support Tickets dataset. A custom field is not appearing as an attribute. Other custom fields are available as attributes in Explore. Here is the Custom Field "Patch":

    Here is the search for the attribute "Patch":

    Is there something I missed setting up the custom field. It was created as the same time as the other ones.


  • Gabriel Manlapig
    Zendesk Customer Care
    Hi Mark,
    Numeric fields are imported as metrics in Explore, and not as attributes (How custom fields synchronize with Explore). Use the table below to help you understand where to find your custom fields in Explore.

    Alternatively, to convert these field types into attributes, follow this recipe: Explore recipe: Converting between metrics and attributes. I hope this helps. Thank you!
  • Mark Molloy


    Thank you!



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