Organizing values by groups and sets

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10 Comments

  • Reland Boyle

    @... I think I have a similar need to Jason Bevilacqua. 

    In our case, we use only one form but we are attempting to migrate to an improved form which makes use of conditional fields. 

    This effort also entails splitting one very long drop-down list into two separate lists. Since list values have unique tags, I now have each list value on the long list, and on one of the two newer, shorter lists. 

    I would like to be able to display a bar or column chart that combines a given value such as "Order Entry Error" for example, from the older form with the original tag and from the new form with the new tag. The idea is to keep historic data in the chart, and not separate from current data. 

    How does that sound? 

    Thank you. 

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  • Taylor Bowser
    Zendesk Customer Care

    Hi @...

    Thanks for reaching out!

    First, I want to mention that it is not recommended to have two ticket fields with the same name (even if one of those fields have been deactivated or deleted). I've seen instances where Explore is unable to distinguish between two fields with identical names. This has already been raised to our Dev team and they are still investigating solutions for this. Depending on the type of reporting you'd like to do with these fields, it may be worth renaming one slightly different to avoid any future issues. 

    Now to report on values from the old and new form, I recommend creating a Group attribute computed from the relative tags. For example, you can create a Group attribute where value 1 includes order_entry_error_old_tag and order_entry_error_new_tag. You can then create a new value under this same group for the next field value. You can then add the Group attribute to your query where both tags will be combined into one value. You may find these articles helpful for this: 

    Warm regards, 

     

     

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  • Karen M.

    Hello :) Trying to set a filter in a dashboard, with the name of our clients instead of the 50 names we receive tickets from. Is it possible to create a filter as described below?

    Let's say we have 5 clients, and we receive tickets from 10 different people per client so we have made 5 different attribute groups, one per client and each one already include the name of their 10 requesters.

    When we want to see results from more than one client, we need to manually choose 20, 30 , 40 or 50 names from the list and we need to shorten the process.

    I hope I explained our needs.

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  • Rob Stack
    Zendesk Documentation Team

    Hi Karen Mena, one idea is to initially set a filter in your dashboard with the name of all 50 clients. Then, select the clients for the first group and create a bookmark. Continue to filter the next group of clients, add another bookmark and so on. This will end up giving you a list you can click to immediately show a chart for just the clients you want.

    For more information, see Working with dashboard bookmarks

    I hope this helps!

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  • Karen M.

    Hi :) I tried but it didn't work for us since it can't be combined with other filters like dates. We would like to add it to a dashboard, as any other filter so they interact with each other. For instance, once we have selected the dates...we would like to see the tickets we received from the clients we have selected within that range of dates.

    The dashboard works, all the other filters are working ok but regarding the requesters, we need to manually select 10, 20 or 30 names every time.

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  • Karen M.

    I need to create a list of attribute groups we have created, each group already contains the 10 names that belong to it, then add that list to the dashboard as a filter, but haven't found how to do so :(

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  • Karen M.

    This could be what I need, @... how can I create 2 different groups within the same attribute? Thanks in advance

     

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  • Michael Froeming
    Zendesk Customer Care

    Hi Karen,

    We're glad to see that this was already answered on this separate community post: https://support.zendesk.com/hc/en-us/community/posts/1260801293849-Making-Life-Easier-with-Groups-and-Sets.

    Best,

    Michael Froeming | Senior Customer Advocacy Specialist

    NEW - Zendesk offers free, on-demand training for all of our products. Set up your account and start learning today at training.zendesk.com

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  • Emily Pardoe-Wessels

    Hi there, 

    Our support team works in 2 locations, I want to create a saved group/set of agents in each of these locations. For example, have a UK site that has 13 agents and then a CPT site that has 37 agents. I want this to be saved in a way that I can add it to any query without needing to create it over and over again? Is this possible? Would it be a set? A group? Or something completely different?

    Best, 

    Emily  

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  • Neil Grandez
    Zendesk Customer Care

    Hi Emily,

    Sets would be the best choice here as it will enable you to combine two values of the same attribute into one custom attribute which will be saved and can be used as long as the query is on the Tickets dataset. But do take note that there is no "Group" attribute in Explore, what you will be using is the "Ticket Groups" attribute which is, again seated within the Tickets dataset.

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