How can I include 0 values in reports?

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  • Tina Yates

    Have you heard back Vladimir Petrushenka .  I have the same issue where the last attribute in my report doesn't show up (year ticket created), so far this year it would be zero but it isn't showing 2021....0 my report is stopping at 2020. Thanks


  • e-Services


    I have tried to create a new metric COUNT(Tickets)+0 and add it to the Metric of the query instead of having it in the "result metric calculation". and it didn't work

    I have done so as I also wanted to use advanced formatting and by Zendesk support, advanced formatting will not work in you clear the used results.

    Any Ideas?




  • Vladimir Petrushenka

    hi @... 

    no, no one's responded. @... could you please advise us on this one when you have a minute? Or should we raise a support ticket ? 

    Many thanks, 


  • Elle Tucker

    Is the Time Axis feature not available for calculated attributes? I created a new "Ticket Created - Hour Ordered" attribute so I could rename the values (e.g. 0 > 12am, 1 > 1am, etc.) and reorder them. However, when I swap the standard "Ticket Created - Hour" attribute out for my new one, the Time Axis feature is no longer available under Results Manipulation. Thanks!

  • Eugene Orman
    Zendesk Product Manager

    @..., @... I don't think there is a way to show the last data point if it has no data available. We will see how to improve this functionality when we will be working on this part of the Query building experience. 

    @... You need to use the Result metric calculation, not the Standard calculated metric. Result calculations are done after the data is pulled from the database that's why it allows showing some of the values as zeros. 

    @..., Yes the Time Axis feature is only available for the default time attributes. 

  • Terence Kennedy

    Is there a way to show all values for all hours?

    I have tried this approach, as well as the time axis "fix", but it still does not show any values for hours that have 0 tickets created at the start of the day (i.e. it would show empty values in-between hours that have tickets, but only starting at the first ticket of the day). For example:

    First ticket comes in at 6AM, then no tickets until 9AM, hours 7 and 8 are still shown, however, hours 0, 1, 2, 3, 4, and 5 are not shown.

    I just want every hour from 0-23 to show to keep comparisons between subgroups or other classifications easy to make, rather than having to work harder to establish which is the 5th hours of the day in 4 different graphs.


  • DJ Buenavista Jr.
    Zendesk Customer Care


    Thank you for reaching out to Zendesk Support.

    In regards to your concern, this article mentioned that the Time axis result manipulation is only visible if you are using a time-based attribute and when you add it to the Columns panel. The Time axis feature works only with a date field and will not work with 'Days of Week'.

    Thank you!


    DJ Buenavista Jr. |
    Customer Advocacy Specialist |

  • Ryan Nguyen

    With table format, is there a way to get empty rows (having all 0s) to display?

    I was able to get the cells having 0 to display using COUNT(tickets)+0 method above but it only works when some other cells of same row have a value

    Otherwise if all cells of a row having 0, then that row does not display.

    (e.g. an agent does not have any ticket in any status on the report)

    Thanks in advanced


  • Cheeny Aban
    Zendesk Customer Care

    Hi Ryan,

    Unfortunately, there is no native way to do that in Explore yet. Columns with NULL values in your query will not show by default. If an entire column is full of NULLs, it will always be hidden. Explore handles NULL values and zeros (0) differently.


  • Ryan Nguyen

    Thanks Cheeny. Yeah I was wondering if there is away to show row having all NULL values. (At the top of this article it mentions as what you said and point to another question. And then on that question it points back to here)

    Our goal is to show out ticket status count per agent daily (columns = ticket statuses, rows = agent list). And we want to show full list of agents, even if each agent has 0 for all ticket statuses on that day, to make it consistent for the system to process the CSV report file from Explore.

    It's pretty inconvenient that Explore does not have this option available. Is there a way to add it to Explore in the future? It's common scenario, a few people would like to have it.

  • Cheeny Aban
    Zendesk Customer Care

    Hi Ryan,

    We understand your need for this functionality so I am marking this ticket as Product Feedback. We truly value customer feedback and your voice and votes in the product feedback topics in the community help influence future Zendesk functionality.


  • Liudmila Rybakova

    @... Hi Cheeny! I join the request to have a possibility to show the row in the report despite it does not have any data in it. I can always hide not needed rows, so, no need for the system to do it without asking me :) 

  • Pat Harland-Lee

    The link to Why do some columns not show in my query? doesn't work

  • Brett Bowser
    Zendesk Community Manager
    Thanks for the heads up Pat!

    I've shared this with our documentation team so they can dig into this further.
  • Ease

    Just adding on here that having no way to get NULL values to show up is extremely inconvenient. Real example- I need a Guide report that shows me all published articles with their view count so we can see what is working and not. If I use metrics of published articles and view counts, articles with no views are excluded even using the calculated metric + 0 workaround noted here. 

  • CJ Johnson

    Turns out the Time Axis drops off at the point where all future columns are NULL, so this workaround doesn't actually work if you need every day of the month in the report, and the last few days of the month have 0s.

  • CJ Johnson

    You might have success by adding in the "Published Articles" count. This would return a 1 for each article, even if the view count was zero. You could then hide that column even from the report, to keep it from being cluttered. I wasn't able to fully test this because I couldn't find a 0 view article (our own checks to make sure it looks good clearly get picked up), but I think it should do the trick. You can use Article Title if you prefer, it should work just as well as Article ID.

  • Ease

    Hey CJ Johnson, so what you have is actually the exact report I started with.

    If I do published articles as first metric and views as second, it excludes articles with 0 views. This is what got me down the rabbit hole because it doesn't really make sense to me that it would exclude 0 views with this setup. 

    If I remove the views metric and keep just published they all show up. I was using an article title filter against an article with 0 views as a second way to see if it was showing up after adjusting the metrics. 

  • Gustavo Parra

    e-Services, how did you color-code your columns? 

  • Dave Dyson
    Hi Gustavo! There's information on how to do this sort of thing here: Explore recipe: Ticket creation heatmap
  • Noelle Cheng

    Is there any update on this??? I really need to see my NULL value options on my reports. We need to be able to look at all data whether they have "used" or not.


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