Geo Location list

Answered

16 Comments

  • Amy Dee

    Hi Bobby! Sorry about the long response time!

    The map chart uses a couple attributes: Country and Geo Pushpin. It sounds like you’d be more interested in Country. (Geo Pushpin shows coordinates.)

    The tricky part is using it in a report. The Country attribute doesn’t work at all with the default # Tickets metric, and we’ve seen odd conflicts with the default # Tickets Created metric. Instead, I’d recommend making a custom metric for ticket creation events. 

    If you’re not familiar with the advanced metric editor, check out this short tutorial video.

    The metric should look like this:

    • SELECT COUNT (Ticket Id, Ticket Text Field Change) WHERE Text Field Status AND [Text Field] Previous Value (empty value) AND Ticket Status <> Deleted

    Please note, you’ll need to select the bold-faced items from the Elements picklist on the right; you can't just copy and paste. Also, this metric does not accurately capture shared tickets. If ticket sharing is a big part of your ticket volume, you may need a different approach.

    Once you create the metric, a basic report would look something like this:

    • Under What, choose your new “Tickets Created (by Event)” metric
    • Under How, choose Country
    • Under Filter, choose a “Numeric range filter,” select the Date (Event) attribute, and set the metric range to _Filter Event Date is greater than 0

    This report will show you the number of tickets created in each country over the date range specified by a Date (Timeline) filter on the dashboard. You can then add other attributes, filters on the report or dashboard, and drill-in reports as desired.

    For more information on that responsive date filter, check out this article on disconnected date dimensions from our Insights resources page.

    Happy reporting!

    2
  • Bobby Henson

    Thanks so much for that! It solved my issue. :D 

    0
  • Eckhard Doll

    This was very helpful for me as well. Thanks!
    Now I have a result list of ticket quantities for each country but also a row called "(empty value)". As the numbers are quite significant, I'd like to know what exactly this is. All tickets that cannot be tied to a specific country because that information is missing?

    0
  • Jessie Schutz

    Hey Eckhard!

    That's correct! Any ticket that doesn't have that value populated will be included in the "empty value" column.

    0
  • Eckhard Doll

    Thanks for the confirmation, Jessie!

    0
  • Manish Khemka

    Any thoughts around why a ticket would have an empty value?

    My understanding is that the Country is captured based on the IP address of the ticket requester. In this case, there should no empty value.

    Regards,

    Manish Khemka.

    0
  • Amy Dee

    Hi Manish! It depends on the channel. Some channels capture IP addresses / countries, while others do not.

    For example, the Help Center "Submit a Request" form captures the IP address of the submitter, but emails rarely do.

    If you have tickets that appear to have IP addresses in Zendesk but still don't have a Country value in Insights, please submit a ticket. We'll need to take a closer look at your data.

    Happy reporting!

    1
  • Manuel Nieto

    Hi, 

    Thanks, great info! we have brand new reports :)
    How can we now use "Country" but in triggers or automation?

     

    Thanks! 

    0
  • Katie D.

    Hello Manuel!

    Unfortunately, it's not possible to use Country in this way with business rules. Business rules only work with Ticket, User, and/or Organization fields. The Country attribute is stored in the metadata, so it's visible to Insights and the API, but not the Zendesk interface. This is why you'd be unable to use it.

    You could, however, create a custom dropdown field that agents could then use to select Country for the Requestor. You could create this either as a custom dropdown ticket field, or as a custom dropdown user field. These fields would then exist in the Zendesk interface, and would be available to use with business rules.

    Adding custom fields to your tickets and support request forms

    Adding custom fields to users

    I hope this helps!

    0
  • Haylee

    Hi! I'm trying to build this metric and report currently. Does the "Status" attribute still exist? I can only find "Ticket status" is it the same thing? Thanks! 

    1
  • Amy Dee

    Hi Haylee! "Status" is a value of the "Text Field" attribute. You can find it under Attribute Values > Text Field. When you add it, it will appear orange in the metric editor.

    I hope this helps! Happy reporting!

    0
  • Haylee

    Haha, I must have been looking around for that for about an hour haha. Thanks so much! Have a good weekend :) 

    1
  • emily

    Is there a way to run this same report, but with US Cities rather than Country? I've already built the custom metric. Thank you!

    0
  • Amy Dee

    Hi Emily! At this time, there isn't a native way to set up that sort of report with Insights. The only default location attributes are Country and Geo PushpinGeo Pushpin captures coordinates, which you could convert to a real location. That sort of conversion would need to happen outside Insights, though.

    Otherwise, you could look into recording the city in a custom ticket or user field during your regular workflow. You'd need to find a way to reliably populate that field, but it would give you more flexibility with reports.

    I hope this helps! Happy reporting!

    0
  • emily

    Thanks Amy! We are capturing the city field through the Shopify app integration. Is that something we can report on?

    0
  • Amy Dee

    Hi Emily! It depends a bit on what type of field you're using. (Multi-select fields and multi-line text fields do not sync.) As long as it's stored in a field that can sync, though, you should be able to report on it.

    We have details in this article on Reporting on custom fields in Insights.

    I hope this helps! Happy reporting!

    0

Please sign in to leave a comment.

Powered by Zendesk