Working with datasets

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  • Antonio

    Any update on the feature to join multiple datasets, or at least the ability to use more than one dataset when building a query? It would be really helpful for us, as we had a few queries in Insights that did not have this restriction, and we can't really replicate them in Explore the way we want to.

  • Spencer Little

    Second the ability to join multiple data sets, especially now with the guide data set. We are unable to calculate a self-service score without requestor data. Thanks! 

  • Mary Paez

    @Spencer, What are you trying to measure in your report.  Can you explain more about the self-service score? and requestor data?

  • James McCoy


    Can someone explain to me why anyone would want to duplicate a dataset? Doesn't that open the door for possibly having conflicting reports if a person splinters off the main dataset and starts making their own queries from it?

    Does a duplicated dataset continue to have the same new data as the original it was copied from?

  • Rob Stack
    Zendesk Documentation Team

    Hi James McCoy, thanks for the question. I think the main use for cloning a dataset is for testing purposes, for instance if someone wants to create a bunch of custom metrics and attributes that might not be ready for prime-time yet. If you restrict other agents from using that dataset that you can continue to develop until you have your queries correct. You're correct however, you don't want people getting confused about which dataset is which.

  • Paul Strauss

    I see in the comments above that 4 years ago it was in the product queue to allow queries across data sets. Did this ever happen? I need to be able to create a report that totals up customer interactions (i.e inbound calls, outbound calls, chats, inbound:outbound emails, web form submissions) and while I can do each of these with individual queries and put them on a dashboard, I see no way to total them without exporting the data and manually tallying the results.

  • Lee Burkhill

    +1 for needing the ability to create queries across datasets!

    We are implementing Chat on a phone-only based team, so I want to be able to track the number of inbound calls and number of chats served for that specific group as one metric.

  • robert sutherland


  • Dave Dyson
    Zendesk Community Manager
    Hi everyone,
    If you're looking to allow the creation of queries across datasets, please upvote and add your use cases to the following product feedback post – thanks! Create Query from two different datasets
  • Aaron Miller

    We also need the ability to query across Datasets.  We often run into issues with being unable to adequately query due to the datasets being separate.  Currently, I'm trying to find the Time Spent on a particular type of ticket, but I can't isolate the type of ticket in the updates dataset and I can't view the time spent in the support dataset.

  • Dave Dyson
    Zendesk Community Manager
    Hi Aaron - if you haven't already, please upvote and add your use case as a comment to this product feedback thread, which is monitored by our product team: Create Query from two different datasets
  • robert sutherland

    I'm trying to do something which would presumably be very simple, but I don't think it is possible. I am trying to build a single report/pie chart that shows volumes of inbound contacts by channel (in our case voice, email, and chat). Doing this using the 'Support - Tickets' dataset leaves out any calls that didn't create a ticket (disconnected/abandoned calls... and though we can change the setting to create tickets for every abandoned call, that seems like a poor and unnecessary option to enable better reporting).

    We're also not able to filter these contacts by relevant metadata (e.g. 'Call direction' in order to omit outbound contacts on voice) using only 'Support - Tickets' available data.

  • Gab Guinto
    Zendesk Customer Care
    Hi Robert,
    That's right, that is currently not possible as the data that you need to report on are in separate datasets. If you can, I recommend that you also upvote and post to the product feedback thread that Dave mentioned above – Create Query from two different datasets. Thanks Robert!

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