Explore recipe: Configuring clickable links to tickets and articles

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  • Raul

    Any news on ETA on this guys? Mandatory migration is in less than one month, but Explore is still incomplete, like for this feature to have clickable links in drill through and exports. More than one year ago you said is on the roadmap but no further updates. 

    The workaround you give is just not matching the experience from Insights and our current reporting needs. 

    How you set the migration date, you should have set a deadline to achieve the key features in previous platform, which yo are aware of for a very long time now.

    Very disappointed :(


  • Eugene Orman
    Zendesk Product Manager

    Hi @... 

    Thank you for the feedback. You have a good point. 

    We are currently working on enabling clickable links for the ID attributes like Ticket ID by default. These links will work directly in the queries and when drilling into data.  At this stage, these links will not be added to the Excel or PDF exports. 

    Default Clickable links feature should be available by the end of March 2021.

  • Raul

    Thanks Eugene for answering and clarifying the roadmap for this.

    Looking forward for when the clickable links are default for the ID attributes, as it will save us so much time when analyzing reports.

    Good day :)


  • Vladimir Petrushenka

    I can definitely echo Adrian's general sentiment here. The migration is mandatory, but there are quiet a few functionalities that don't match Insights experience. We are coming up against issues nearly every day with Explore lately

  • Bart


    Is it possible to create a link to the requester. 

    Use case scenario. Because there is no native round robin tool, quite often we have multiple tickets from the same requester. Instead I have a explore recipe that shows me requester by volume of tickets. I would like to click on the requester name - as I do for ticket id - but instead get taken to the requester where multiple tickets appear to be able to manage multiple emails in one go. 




  • Rob Stack
    Zendesk Documentation Team

    Hi Bart, nice to hear from you. Unfortunately, this isn't currently possible though would make a great suggestion for our feedback forum at https://support.zendesk.com/hc/en-us/community/topics/360001200913


  • Henkka (Pepron)

    Hi Bart,

    If I understood correctly this tip earlier in the thread might do the trick:

    Unrelated tip: You can easily also create user and organization links with the following calculated attributes:

    LINK("https://YOURORGANIZATION.zendesk.com/agent/users/"+[Requester ID],[Requester name])


    LINK("https://YOURORGANIZATION.zendesk.com/agent/organizations/"+[Requester Organization ID],[Requester organization Name])


    LINK("https://YOURORGANIZATION.zendesk.com/agent/users/"+[Ticket requester ID],[Ticket requester name])


    LINK("https://YOURORGANIZATION.zendesk.com/agent/organizations/"+[Ticket organization ID],[Ticket organization name])


    For your use case if I understood it correctly _ticket_ requester would be good but if you're using these for user/organization spesific queries then you could use also use Requester ID/Organization ID without _ticket_.

    In the latter just keep in mind that if you've activated multiple organizations this will show you always Requesters/Users default organization while if you're doing ticket spesific queries Ticket Requester/Organization ID will always bring up the right organization based on the ticket.

    Unfortunately none of these work with drillins etc for now so you probably need to do a Table query like in the example in this article

  • Bharathi Kakilate

    I tried to use a similar concept of using attributes to add hyperlinks to our Jira issues and couldn't create attributes. Anyone else with this issue or found way to work with adding jira hyperlinks on explore dashboards?

    (We are using Single line text to sync the Jira Ticket ID from Jira to Zendesk)

  • Sabra
    Zendesk Customer Care

    Hey @...! You can use the following formula in a Standard Calculated Attribute in order to create Jira hyperlinks. You'll need to replace YOURJIRASUBDOMAIN with the name of your subdomain for your Jira instance. You'll also want to make sure that the field used in the formula corresponds to the ticket field that is storing your Jira Ticket ID, which in the example is [Jira::Key].


    Once you have this attribute added to your Rows panel, you'll want to double check that you've set the Text interpretation to HTML from the Chart configuration > Chart menu.

  • Permanently deleted user

    Hi, I created a query for unsolved tickets by client.  Is there anyway to add the clickable link to the results?  I want to be able to click on the total of unsolved tickets and see the ticket#'s associated with a link to each ticket.



  • Jon Durlauf

    Any update on the ETA for clickable links for ID attributes in drillthrough?

  • Cheeny Aban
    Zendesk Customer Care

    Hi CaSonya,

    As of the moment, this functionality is limited to what is included in this Article. We understand your need for this added functionality so I marking your comment as Product Feedback. We also suggest that you post on our Product Feedback Forum. Threads with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.


  • Permanently deleted user

    @Cheeny Aban - Thank you!

  • Erin O'Callaghan
    Zendesk Documentation Team

    We've updated this article to note that clickable links are now available by default for many Zendesk attributes. As a result, we've also updated the example in this article to focus on Zendesk Guide article IDs, which aren't clickable by default but can be made clickable using this recipe.


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