Issue symptoms
My numeric and decimal custom ticket fields are missing in reporting.
Resolution steps
The data for these field types will populate under Metrics within a report. These custom ticket field types store numeric values that are calculated similarly to system metrics.
For the full list of custom field types and their object type in Explore, see this article: Reporting with custom fields.
Alternatively, to convert these field types into attributes, follow this recipe: Explore recipe: Converting between metrics and attributes.
6 comments
Sam Donovan
Literally came here experiencing what I thought was an issue. Article told me it's in "metrics" and not Rows, and I found my decimal custom field. Thank you Zendesk!
0
Dave Dyson
Glad to hear it, Samuel!
0
Chris Wisialowski
So, just to be clear, if we use the numeric field to identify account numbers, then i want to pull a report that shows, Agent A tickets for account number 12345 and see a nice view of all tickets on that account , i cant?
1
Dave Dyson
Yes, but it takes an extra step. Numeric fields show up in Explore as Metrics, which normally you could use to calculate sums, averages, etc., but not to slice queries by (see Reporting with custom fields to see how custom fields are brought into Explore). However, you create a Standard Calculated Attribute using the instructions here: Creating standard calculated metrics and attributes, and simply using the VALUE function for your account ID field. So if your field is called Account ID, the formula you'd enter would just be VALUE(Account ID).
Once you've created the standard calculated attribute (give it a name, like Account ID Value, it will show up in the Calculated attributes folder in places like Filters, Rows, and Columns. So for your example, where you want to see a list of tickets where the Assignee is Agent A, and the Account ID is 12345, you'd create a query with Count (tickets) as the Metric, add Ticket ID to Rows so you get a list of tickets, then under Filters, filter on Assignee > Assignee name for Agent A, and Calculated attributes > Account ID Value (or whatever you decide to call it) for the value 12345. Then you'll probably want to add Drill-in on Ticket ID so you can click through on the Ticket ID shown in the query output so it opens the ticket in Support (here's how to do that: Using drill in to refine your queries).
With all that done, the result should be a list of ticket IDs of tickets assigned to Agent A for company 12345, where you can click each ticket ID and be taken to the ticket in Support. Hope that helps!
0
Fergal Collins
This is so awkward, it should just be a standard column for listing. If people want calculations then they can use metrics.
2
Kevin Adkins
I wish I could up vote Fergal Collins post above more than just once.
It seems to be a common theme with Zendesk, is that they paint themselves into a corner with their data model.
Even if it needs to stay in the Explore as Metrics, then I would think an option in the metric to just display the value would work but I'm sure if it was that easy they would have done it.
1