Using drill in to refine your reports

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  • Dave Dyson

    @... Thanks for the additional information – it looks like the agent on our side wasn't aware that you'd turned on account assumption, so I'm following up with them to see about next steps, and they'll either create a followup ticket to continue troubleshooting, or I'll create a ticket on your behalf. Stay tuned, and thanks for your patience!

    @... @... (seems like you have two profiles here) Yes, drill in should take into account any dashboard filters that the query is aware of (I checked this by using drill in and filters in the default Support Ticketing dashboard).

    @... Hi, if I'm understanding you correctly, it sounds like drill in is no longer working for a query that it was working on before? I'm not sure what would cause this, and troubleshooting by our team might be needed. If you're able to create custom queries like the one you included in your screenshot, then you should certainly have access to the drill in feature. Can you contact our support team directly using Option1 here, so they can assist you? Thanks! Contacting Zendesk Customer Support

  • Legend. Thank you @.... Yes two profiles. Long story :)

    Thanks again,


  • Dave Dyson

    Glad I could help, Chad!

  • GS Admin

    i have enabled drill in option ,but i am unable to see the clickable links.

    i am getting only copy option for my ticket ID when i try to drill in.

  • Ollie

    Drill In doesn't seem like a good replacement for drillthrough, as mentioned in this article "Zendesk don't recommend using more than 10 levels for performance and administration purposes.", due to the size of some of our queries we're having to edit this multiple times, then export and combine separately which seems counterproductive, when drill through allowed us to export all the data and filter.

    It's good for targeting certain metrics or attributes but seems like it should be used as a separate option to drill through, in which I have previously requested for this to be re-itroduced.

    This is increasing mine and other system admins work loads as teams aren't able to fully understand or have time to train on how to use drill in effectively. We're also regularly getting an error message (Code 5) when trying to use drill In through the dashboards, instead we're having to edit the query, apply a date filter and use it within the query itself.


  • When drilling in, it seems to show ticket IDs of tickets that should have been excluded. For example, I have a chart to show the average update handling time by agent. For one agent, I saw that his average is 74.7 mins. When I go to drill in, it shows a long list of ticket IDs, but it's only pertaining to 1 ticket. So why do the others show up?

  • Gab Guinto
    Zendesk Customer Care
    Hi Allen,
    If you're seeing multiple rows for a single ticket ID in the drill in table, then it's likely that you have attributes/columns that have multiple values per ticket (Tickets tags or a multi-select field attribute). For example, a ticket may contain multiple tags; if the Drill in table has a Ticket tags column, then there will be one row per tag i.e., multiple rows that pertain to only one ticket. 
  • Leonardo Santos

    When I click drill-in in one metric(tickets with bad satisfaction for exemple) it shows all tickets and metrics that I added in the Query.
    Is there any way to show only the tickets with the metric I clicked on?

  • Gustavo Parra

    I enabled Drill In in both the Report and Interaction Options, but people I share the dashboard with don't see the Drill In option when clicking on KPIs or any other numbers on the dash.

  • Dainne Lucena
    Zendesk Customer Care

    Hi Leonardo Santos

    The Drill In function's main purpose is just to break down the data points by additional attributes. So all the metrics would load in the drill-in function based on the attribute. So if you want it to load only one metric, only one metric should be present in the report. 

    Gustavo Parra
    I've created a ticket on your behalf since we might need to troubleshoot this. Once the drill-in function is enabled for your report and your team has access to the report, they should see the drill-in function as well. Please keep an eye out for our update via email

  • Dave Symonds

    You need to switch off Decompose on the report as well to get the Drill down to show 

  • 심하연

    Hello. I'd like to use the drill-down function on the dashboard.

    I think the content only has a description of the case of using a classic builder.

    How can I use it if I use a beta builder?

  • Walter Bellante
    Zendesk Product Manager

    Hi @심하연,
    Thanks for trying the beta builder!

    The drill-in functionality is not yet supported on the new beta builder but we plan to include it prior to moving to GA.

    Here you can find all the features planned and when they will be released.

    Thanks for your feedback.

  • Lloyd Norman

    Is there an option to enable drill in on dashboard for the new Beta builder? Can't seem to find the functionality widget for it. 

    I've enabled drill in on the actual report itself. 

    If not, do let me know so I can recreate it on the classic builder.

    Many thanks!

  • Lloyd Norman

    Never mind, found the answer to my question here:

  • Maxwell Hunter

    Do the default dashboards have the ability to have drill down enabled in the reports? Or will I need to Clone the default dashboard and enable to drill down option on each report i want to be able to drill down?

  • Anne Ronalter
    Zendesk Customer Care
    Hi Max,

    "Default dashboards are read-only, so you can not drill in, edit, or otherwise dive into the details of how they are made or what data they include."

    "To make more substantial changes to a default dashboard, first, you need to create a clone of the dashboard."

    You can find more details in this article here:
    How do I interact with the data in the default dashboards?
  • D.Fitz

    Any way to format the numbers in Drilled in results? We're drilling into our SLA % by Priority and the results are returning either 1 or 0, so we need to configure the 'Drill in' results to show as a percentage rather than 'Standard'

  • Viktor Osetrov
    Zendesk Customer Care
    Hello David,

    Unfortunately, drilled-in settings are difficult to manipulate on the fly. Technically it's possible to solve it by exporting your drilled results.
    And after that, you can be changing back your SLA % by Priority results from 'Standard' to "Percentage" using "Display format" settings.

    Hope it helps, 
  • Ronald

    I have an issue where Drill In works perfectly fine in the report itself and when I'm viewing the report from a dashboard when I'm in dashboard edit mode. But when I attempt to Drill In on the same report on the same dashboard from the normal Dashboard read only viewing mode the Drill In modal doesn't populate with data.

    When I Drill Into the report on the dashboard when I'm not in dashboard edit mode the modal opens, the little data loading thingee spins briefly, and then the Export button activates. But the Drill In data never populates in the modal itself.

    I have tried removing the report from the dashboard and re-adding it but it continues to do the same thing. Any ideas what I can do to resolve this?

  • Noly Maron Unson
    Zendesk Customer Care

    Hi Ronald, I've gone ahead and created a ticket on your behalf so that we can work closely with your issue. 


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