Explore functions reference

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  • Erin O'Callaghan
    Zendesk Documentation Team

    Hi CJ Johnson, you can find more about VALUE and D_COUNT in the article Choosing metric aggregators. Hope that helps!

  • Dekbi
    Zendesk Customer Care
    Hi CJ,
    You may refer to the article Choosing metric aggregators to know more about "VALUE' and "D_COUNT".
    You may also use that article to learn about the different aggregators you can use, and how to use them.
    Also, for customer metrics, you can change the default aggregator by referring to Setting a metric's default and visible aggregators.
    I hope this helps.
  • Crawford Philleo

    Should START_OF_WEEK_ISO (and END_OF_WEEK) be returning the start/end of the week based on your account settings? I think this is pulling back Sundays and Saturdays respectively for our account, but I assumed it would be updated based on the specific to the day you select in your account settings per your recent feature upgrade: https://support.zendesk.com/hc/en-us/articles/4418307079322#h_01FTH5XEE308FMZD440QX51AZ1

  • Shehryar Khaliq Lodhi

    Is there a way we can achieve the 'subject of triggers fired on chats' like we can escalate that which trigger was used in the most in the chats? the customer interacted with is there a way to achieve?

  • Dekbi
    Zendesk Customer Care
    Hello Shehryar,
    At this time, unfortunately, we don't support reporting for Chat Triggers. What I recommend is to add a custom to every trigger and report on them. 
    For your reference: Reporting with tags
    I've taken a look and found that other users are discussing similar needs here: Reporting on chat triggers
    You can up-vote that original post and add your detailed use-case to the conversation. Threads with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.
    Specific examples, details about impact, and how you currently handle things are the most helpful things to share to help our product teams understand the full scope of the need when working on solutions.
    We truly value customer feedback and your voice and votes on the product feedback topics in the community help influence future Zendesk functionality.
  • CJ Johnson

    Does CONTAINS support multiple arguments? I'm looking for the equivalent to INCLUDES_ALL, but for possible field values for a numeric custom field. I want to say "if the value is one of these IDs, then return TRUE". I'm just not sure if I've hit a bug or CONTAINS can only support a single string to search for. 

    EDIT: ARRAY is what I really wanted. I found an example in another article, that shows how to use it a little more clearly and it does the trick: 

    (IN([Ticket created - Day of week],ARRAY("Monday", "Tuesday","Wednesday","Thursday","Friday")
  • Bobby Koch

    Is there a way to build a metric that looks for public replies on assigned tickets, if the public reply was within the last 3 days? 

  • Dave Dyson
    Hi Bobby, I see you'd posted a more detailed version of this question elsewhere -- I'll see if we can get an answer for you there.
  • Holli Kyle

    Hi there! I've read through the comments here and got a bit further however for some reason my fixed metric is returning a different result from when I filter the data. For the date range, I even tried using DATE_GREATER_OR_EQUAL(Ticket created - Date],"2022/01/01") AND DATE_LESS_OR_EQUAL([Ticket created - Date],"2022/12/31") and got the same exact result however with this format I was at least able to change the dates to see them update to make sure it was working. I'm just not sure why the filter would result in such a hugely different number than the fixed formula?

  • Dane
    Zendesk Engineering
    Hi Holli,
    I will have to directly check your query to determine what could be causing this data discrepancy. 
    I have created a ticket for you, please wait for my update via email.
  • Amos C

    I'm trying to return results for all solved/closed tickets excluding certain tickets containing certain attributes. this is my formula:

    IF ([Ticket status - Unsorted] = "Solved" OR [Ticket status - Unsorted] = "Closed" AND [Product Feedback (multi)] != "Null" AND [Product Feedback (multi)]!="(No response needed)") THEN [Ticket ID]

    But the results are still returning both of those values. Any ideas what I'm doing wrong?

  • Jacob the Moderator
    Community Moderator
    Zendesk Luminary

    Hi Amos C

    I think the NULL shouldn't be in quotes and possibly there is something in the logic of your statement that isn't as intended, I assume you want the product feedback exceptions to apply to both solved and closed tickets, but I could be misunderstanding you. 

    See if the below gets you closer to your goal.

    IF ([Ticket status - Unsorted] = "Solved" 
    AND [Product Feedback (multi)] != Null
    AND [Product Feedback (multi)] !="(No response needed)")
    OR ([Ticket status - Unsorted] = "Closed"
    AND [Product Feedback (multi)] != Null
    AND [Product Feedback (multi)] !="(No response needed)"
    THEN [Ticket ID]

    Hope that helps you out.

  • Jacqui Tildesley

    The DATE functions no longer work as described in this documentation.

    For example - the documentation gives the example of using the DATE() function as 'DATE("1995","06","09","13","15","00")' however this now gives an error. It does work if the date parts are provided as number, but as there is no function supplied to convert numbers stored as strings into numbers stored as numbers we can't make use of this.

    This behaviour is one of multiple recent changes to how the date functions work and has broken reports for us. It is not described on the previously published article warning of upcoming changes to Explore.

    While the example I gave is picked up by the internal validator, none of the other problems now affecting date functions I've encountered have been - validator says it's find, but the report says it's broken with no advice on what the issue is.

  • Eugene Orman
    Zendesk Product Manager

    Jacqui, thank you for pointing this out.

    The DATE() function didn't work with the attributes only with values before. We made a change that allows it to work both with the values and attributes. Its purpose is to convert text values into a date with a timestamp. 

    We haven't yet updated the function description yet, but we will do it both in the UI and this article. The new description will be: Converts the supplied text into a date with a timestamp.

    The issues you mentioned are probably not related to this update but to the fact that we stopped executing reports with incorrectly configured formulas as mentioned in this announcement.

    In most of the cases, the formula checker lets you know when there is a problem with the calculations but it can not predict all the cases. If you can not find a way to make your reports work please reach out to our support team.

  • Jacqui Tildesley

    Eugene Orman

    The DATE() function no longer works on text values. In fact the formula validator specifically says it requires numbers as input (though will accept the year as text), see screenshot below (using the example from this document).

    While it allows me to pass a text formatted timestamp, I cannot then use the value given as a date in other date functions, such as date_format(), whereas previously it formatted these as expected.

  • Eugene Orman
    Zendesk Product Manager

    @Jacqui, I have created a proactive ticket so we can have a look at your specific use case. 


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