- You want to display results only between certain dates.
- You want to restrict results to a certain group.
- You want to make a large report more manageable by restricting the results.
- Filtering by an attribute in the Filters panel lets you filter your report results without adding the attribute itself to your report visualization.
- Filtering by an attribute in the Columns or Rows panel lets you filter by selected values for attributes that do appear in your report visualization.
This article contains the following sections:
Filtering by an attribute in the Filters panel
When you add an attribute in the Filters panel, you can control which report results are returned without adding the attribute itself to your report. Filtering this way is helpful if you want to narrow down your results, but you don't want to clutter the report with an unnecessary column or other data visualization.
To filter by an attribute in the Filters panel
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In Explore, create a new report or open an existing one.
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If necessary, add at least one metric.
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In the Filters panel, click Add.
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From the list of attributes, select the one you want to filter your report by and click Apply.
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Click the attribute you just added. The filter panel opens, showing you a list of all possible values for that attribute.
- Select the values you want to include in the report results. Only the first
100 values are shown in the list. To show more values if necessary, click
the arrow next to the Apply button or search for a specific
value.
Alternatively, if you're filtering by a date attribute, you can click Edit date ranges to configure simple date ranges like Today or Last month, or more advanced date ranges like 20 days in the past. With advanced date ranges, you can even add repeating patterns to return specific data based on your business reporting needs.
- Click Apply.
The report is filtered by the attribute values you selected in your filter. However, the attribute itself does not appear in your report visualization.
Example: Filtering tickets by creation date in the Filters panel
In this example, you'll add a count of all tickets and solved tickets, and then filter the results to show only tickets created last week. But the creation date attribute won't appear in your report visualization.
To create and filter the report
- Create a new report using the Support - Tickets dataset.
- In the Metrics panel, click Add.
- From the list of metrics, select Tickets > Tickets and Tickets > Solved tickets.
- Click Apply. Explore displays the total number of tickets and the
total number of solved tickets in your Support instance.
Now you'll add a filter to restrict the results to only show tickets created last week.
- In the Filters panel, click Add.
- From the list of filters, select Time - Ticket created > Ticket created - Date.
- Click Apply. You'll notice that the report results haven't changed. This is because you need to configure the filter to display only the values you want.
- In the Filters panel, click the Ticket created - Date filter
you just added.
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Click Edit date ranges.
- Select Last week and then click Apply.
The report results update to show only tickets and solved tickets created last week. Notice that the Ticket created - Date attribute doesn't appear in the report visualization because you added it in the Filters panel.
Filtering by an attribute in the Columns or Rows panel
When you add an attribute in the Columns or Rows panel, you can also filter the report results by specific values for that attribute. Filtering this way is helpful if you want to narrow down your results by an attribute that already appears in your report visualization.
To filter by an attribute in the Columns or Rows panel
-
In Explore, create a new report or open an existing one.
-
If necessary, add at least one metric and at least one attribute in either the Columns or Rows panel.
- Click the attribute you just added. The filter panel opens, showing you a
list of all possible values for that attribute.
- Select the values you want to include in the report results. Only the first
100 values are shown in the list. To show more values if necessary, click
the arrow next to the Apply button or search for a specific
value.
Alternatively, if you're filtering by a date attribute, you can click Edit date ranges to configure simple date ranges like Today or Last month, or more advanced date ranges like 20 days in the past. With advanced date ranges, you can even add repeating patterns to return specific data based on your business reporting needs.
- Click Apply.
The report is filtered by the attribute values you selected in your filter, and the attribute itself appears in your report visualization.
Example: Filtering tickets by assignee in the Rows panel
In this example, you'll create a report that displays the assignee name and ticket status for all tickets in your Support instance. You'll then filter this report to show only tickets assigned to a specific team member.
To create and filter the report
- Create a new report using the Support - Tickets dataset.
- In the Metrics panel, click Add.
- From the list of metrics, select Tickets > Tickets and then click Apply.
- In the Rows panel, click Add.
- From the list of attributes, select Assignee > Assignee name and Tickets > Ticket status.
- Click Apply. Explore displays a table showing each assignee name and
the number of tickets they have in each ticket status.
Now you'll filter on the Assignee name attribute to include only a single team member in the results.
- In the Rows panel, click the Assignee name attribute.
- In the filter panel, select the checkbox next to a team member's name. If
the list of names is long, you can type the first few characters to narrow
down the list.
- Click Apply.
Explore displays only tickets assigned to the team member you selected and the number of tickets in each status. Notice that the Assignee name attribute does appear in the report visualization because you added it in the Rows panel.
Other filter types
Another type of filter, the metric filter, enables you to set minimum and maximum values for your results. For more information, see Selecting the metric result range.
You can also apply filters to your dashboards. When you do this, dashboard viewers can directly control the filters to modify the report. For more information, see the following two articles:
25 comments
Alfine Putra Dhanendra
Hi I'm currently trying to separate tickets by its previous updates.
For example, I want to identify ticket IDs that have been updated to have a "High" priority at least once in its lifetime.
But other than that I also want to know every single update for each ticket IDs that meets that criteria.
Filtering with "Update Ticket Priority" or "Changes - New Value" to "High" would only show the updates that have "High" priority meanwhile as I said before, I also want to show all of the updates of the said ticket IDs.
Any tips on how I could perform such filter/selection?
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Erik Lynch
Hi Alfine,
If I'm following your question correctly, I do have some ideas that can help!
For starters, you can create a standard calculated metric which will pull updates where the priority was set to high, like in the screenshot below. For more on building standard calculated metrics you can check out this article from our knowledge base: Creating standard calculated metrics and attributes
Next, you can create a second standard calculated metric like so:
This metric will show a 1 for every update that occurred on a ticket that had the priority set to high at any point in time. This will be more clear below. When we add both of these metrics to a query, along with the Ticket ID and Update - Timestamp as Rows of the query, we can start to see how this works.
The last step is to filter out the unwanted tickets, which you can do with a metric filter on our Attribute Fix metric. More on metric filters can be found in this article in our knowledge base: Selecting the metric result range.
Now, we have a base query as you describe, which allows us to see every update event, specifically on tickets that were ever set to a high priority:
Then, you can pull in any other data elements you want added to the query.
Hopefully this helps as a starting point for the query you have in mind!
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Alfine Putra Dhanendra
Hi @...!
Thank you so much, I have tried it and it worked like a wonder.
Although I still don't know about the ATTRIBUTE_FIX() function on the query. Do you have any documentation I can read to get to know how this function actually works? Would be much appreciated.
Thank you.
0
Rob Stack
Hi Alfine Putra Dhanendra, the aggregation level functions like ATTRIBUTE_FIX have not been officially released yet, but you can read more about them at:
https://support.zendesk.com/hc/en-us/community/posts/360044181213
Thanks!
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Matt 🕵️
@...
We're currently trying the Professional level of Zendesk, and one of the biggest tasks we want to undertake is exporting our tags which we use to track our stats. Currently we're seeing a lot of metrics for sorting by numerical fields. But is there a way to do keyword searching/sorting, and filter those by date as well?
Thank you in advance!
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Rob Stack
Hi Matt Halvorson, I don't know of an easy way to do these because Explore doesn't track WHEN a tag was added. However, I'd recommend you ask this over in our Explore Q&A section as it's possible that folk over there might have a solution. Thanks!
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Matt 🕵️
Thank you for the feedback! I'll reach out on that thread.
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Chris C.
Hello,
What is the limit of tags I can filter with? In Insights, the limit was 200. When trying to add more tags to the current filter, I receive a "Narrow down your query" message. Does this mean I have maxed out the amount of tags I can filter against?
Thank you in advance!
0
Gab Guinto
Hi Christine,
The error 'Narrow down your query' means the there is too much data from the query results. Technically, you can select as much tags as you need in your tag attribute filter, but if the resulting data is too huge for Explore to process, you may still be hit with the network error or the narrow down prompt. You may need to add more filters to the query (e.g., narrow down the report by a date attribute) in order to successfully load the query.
By the way, in case you haven't reviewed this doc yet, here's a guide on Reporting with tags in Explore.
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Chris C.
Hi Gab,
Thank you so much for the info! We can't narrow the query down more since we are reporting on the last 7 days but knowing that there is no tag limit does definitely help. Thanks for including the link to reporting with tags, I appreciate it!
0
Darron Shubin
Can I please get instruction on how to change these metrics?
1
Chandra Robrock
Darron Shubin It sounds like you want to create custom Full Resolution Time brackets. If so, you can duplicate the standard Full Resolution Time Brackets attribute and update the formulate to reflect the specific timeframes you'd like to bucket the resolution results in. Hope that helps!
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0
Laura
Hello,
These articles here are really helpful! Thank you!
I was wondering if there is a way to make filters conditional.
I am applying two data filters on my Guide reports: One to filter between our internal and external Knowledge Base and the second to filter between the categories of our external KB.
My question is: is there a way to show the second filter only if the 'external KB' is chosen in the first filter? That would be really cool!
0
Gabriel
I hope all is well! I am glad you are enjoying the Explore material! Unfortunately, it is not possible to work with a conditional configuration for filters yet. We have acknowledged your feedback!
Thanks!!
1
Amin
Hi,
I've created a report using attribute with some conditions but just some of conditions are met for a specific time. I choose that specific time range but nothing changes. Should I change anything else in time range?
0
Gab Guinto
Attribute filters always look at the current value of fields or ticket properties, so filtering by a specific time frame wouldn't pull the previous values selected at that time. If you need to look at historical data, then you can try exploring the reporting options under the Updates history dataset, specifically the Ticket field changes attributes. You can check out this post by Erik and see if you can implement a similar workaround that may work for your report.
Thanks Amin!
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Amin
Thanks @... for response,
In my case, some of conditions are met, and some not. I just wonder why there is this difference.
0
Gab Guinto
Let me create a ticket so that we can take a look at the report saved in your account. You'll receive an email from us shortly. Thanks!
0
GoWithGuide Supplier Support
Hi there,
I created a new group so that I can separate our agents' performance reports but unfortunately, the newly created group does not appear on the "Ticket Group" drop-down. Does this have to do with our plan? Could you please assist me with this? Thank you!
0
Gabriel
I hope all is well! Two main things need to happen for a newly created value to be displayed in Explore:
1 - In this case, the group needs to be applied in a ticket, and,
2 - The dataset sync time has to be fulfilled so the data is presented in Explore.
If you still face issues with this after the above is met, I would recommend reaching our support.
I hope this helps!
0
Stefano de Rossi
Hello everyone, I need your help to understand the sequence in which values used as filters are applied to a selected metric, or rather, if I enter different attributes in the filter is there any order followed to narrow down the result ?
For example In the following report we are trying to measure only the one touch ticket that have certain attribute like the one used as a filter, attributes that are not mutually exclusive.
In a few words, do the attributes act on the result of main metric sequentially (ex from letft to right) or they work as if they were all linked with an "and" conditions so they work simultaneously on the main metric result?
Thanks a lot in advance for your help
0
Elaine
Once you slap on a data filter in a report, it gets applied across all the metrics you've added. If you're aiming to filter just one metric, creating a calculated metric with the filter might do the trick. That way, it hits the specific metric without messing with the others.
I hope that helps!
0
Stefano de Rossi
Thank you Elaine...so basically filters act is they were all joined with an "and" condition (sql like).
They work all together, in the same time (and statment) on the same initial set of data without any sort "of left to right" order
0
Elaine
1
Stefano de Rossi
Thanks once again
0