You can use Explore to create an overview of your tickets based on specific ticket fields. This information can also be captured with views, but views don't include archived tickets like Explore does.
In this recipe, you'll create a table focusing on custom ticket fields that can be added to a dashboard, exported, or scheduled. For more on custom fields, see Adding custom fields to your tickets and support request form.
This article contains the following topics:
What you'll need
Skill level: Beginner
Time required: 10 minutes
- Zendesk Explore Professional or Enterprise
- Editor or Admin permissions (see Giving users access to Explore)
- Custom ticket fields
- Tickets using those custom ticket fields
Creating the report
Deciding what you want to report on and how
Before you create your report, take a look at your ticket fields and figure out what fields you want to track. In this example, we'll be using the custom field called What Fruit?
Then, decide how do you want to organize your data. When you create a report in Explore, any attributes you add are sorted from the top down. For example, if you have Ticket group as your first attribute, any following attributes will first be sorted by ticket group.
Building the report
- In Explore, click the Reports (
) icon.
- In the report library, click New report.
- On the Select a dataset page, click Support > Support - Tickets, then click Start report. The report builder opens. (While this example uses the Tickets dataset, you can use whichever dataset includes the data you want to report on).
- In the Metrics panel, click Add.
- From the list of metrics, select Tickets > Tickets, then click Apply.
- In the Filters panel, click Add, select Time created - Date, and apply a time filter for a small period of time, such as a day or week. This prevents the query from timing out while you're building it. The example screenshot below also shows a Ticket form filter.
- In the Rows panel, add the ticket fields you want to report on, such as Ticket group, Assignee name, or your custom ticket fields (in this example, What Fruit?).
Tip: You can find all non-numeric custom ticket fields collected together in the menu under the Ticket custom fields folder. Numeric custom fields show up in the Metrics panel instead. - In the Visualization type (
) menu, set your report's visualization to Table (if it isn't already).
At this point, your report should look something like this: - Add any additional attributes as desired.
Note: There is a limit to the amount of data that Explore can report on at one time. If the report you build is too big, you may receive an error. For more information, see Why do I receive a “Network error” in my report? - Give your report a descriptive name and click Save.
Next steps
Now that you've created your report, you can do any or all of the following:
6 comments
Jim Allred
I've been looking all over and this article comes the closest. If you notice one of the fields on the ticket is "Rotten #" with the number "2" entered. Is there a good way to build a metric in Explore to total that number from multiple tickets? So of the 20 tickets last week there were 13 rotten bananas. Every time I try to do something similar Explore has that number way off of what I know it to be.
0
Sarah C
Hi Jim,
In that case, "Rotten #" is a simple numeric field in my test account. All numeric fields can be found in your metrics. In your case, I would set a date filter for tickets created and then use SUM as the aggregator for Rotten #.
0
Taylor P.
I'm working in Sunshine Conversations and we have custom fields however when using Explore I'm not sure how we are able to query these custom fields. Advice?
0
Salim Cheurfi
I am sorry, it is not possible to get Custom Objects from Sunco in Explore. We are working on Custom Objects Version 2 that will be connected with Explore, however, this feature is not available yet.
You will need to use the APIs to gather any reporting you are interested in
I would recommend following our Announcements page, so you can get notified once a new feature is released.
Best,
0
gan ganor
I created a custom field that has free text in it. The field is called Type - Problem Subject, but when I add that field to my report it won't show anything, despite that field being populated in many tickets -
0
Zsa Trias
Hello Gan,
In this report, as the "Ticket problem ID" attribute is being used, the custom field "Type - Problem Subject" would return values if the field is populated in the incidents linked to the problem ticket, and not if the field is populated in the problem ticket itself.
If you need to return the value from the Problem ticket, you may use "Ticket ID" instead and use the filter "Ticket Type: Problem", however, it would not be possible to return the number of incidents linked on the same report.
I have found this similar request here in our Community, you may want to comment with your use case: Problem and Incident tickets - need a way to view the subject and detail of all incident tickets against a problem ticket, or vice versa
0