Explore recipe: Configuring clickable links to tickets and articles

What's my plan?

In this recipe, you'll learn how to configure clickable links within reports for tickets and knowledge base articles. When you configure clickable links, anyone viewing the report can click the link to quickly open the selected ticket or article, provided they have access.

You can create clickable links when you use the following chart visualization types:

• Bullet
• Gauge
• Sparkline
• Table

By default, many Zendesk objects—like tickets, users, and organizations—can be opened in an Explore report by clicking on the object's ID and selecting Open link. For these objects, you don’t have to follow this recipe, but you still might choose to in order to maintain a consistent look and feel across your reports.

Clickable ticket link available by default	Clickable ticket link created in this recipe

This recipe contains the following topics:

• What you'll need
• Configuring clickable links for tickets
• Configuring clickable links for articles

What you'll need

Skill level: Beginner

Time required: 5 minutes

• Zendesk Explore Professional or Enterprise
• Editor or Admin permissions (see Giving users access to Explore)
• Ticket data in Zendesk Support, or article data in Zendesk Guide

Configuring clickable links for tickets

1. In Explore, click the reports ( ) icon.
2. In the Reports library, click New report.
3. On the Select a dataset page, click Support > Support - Tickets, then click Start report. The report builder opens.
4. In the Metrics panel, click Add and select Tickets.
5. Create a standard calculated attribute named Ticket ID converted to string with the following formula:

   STRING([Ticket ID])

   Tip: If you're working in a language other than English, read this article to help you enter Explore formulas in your language.
6. Create another standard calculated attribute named Clickable ticket ID with the following formula, replacing yoursubdomain with your actual subdomain name:

   LINK("https://yoursubdomain.zendesk.com/agent/tickets/" + [Ticket ID converted to string],[Ticket ID])

   
7. In the Rows panel, click Add and select Clickable ticket ID.
8. In the Chart configuration menu (), select Chart and set the Text interpretation field to HTML.
9. Make sure the Clickable URL checkbox is selected.
   

Now, when you click any ticket in the Clickable ticket ID column, it will open a new browser window with the ticket.

Configuring clickable links for articles

1. In Explore, click the reports ( ) icon.
2. In the Reports library, click New report.
3. On the Select a dataset page, click Guide > Guide - Knowledge Base, then click Start report. The report builder opens.
4. In the Metrics panel, click Add and select Article views.
5. Create a standard calculated attribute named Clickable article link with the following formula:

6. LINK([Article URL],[Article title])

7. In the Rows panel, click Add and select Clickable article link.
8. In the Chart configuration menu (), select Chart and set the Text interpretation field to HTML.
9. Make sure the Clickable URL checkbox is selected.

Now, when you click any article in the Clickable article link column, it will open a new browser window with the article.