Reporting on custom numeric fields in a ticket

4 Comments

  • Brian Manning

    HI Susie, It's certainly possible to access the individual values of a numeric field. A lot will depend on how your report/metrics are setup. I've created a ticket for you so we can take a closer look.

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  • Jessica Bohrer

    I have the same issue.  Would like to see the actual numeric value keyed in on the custom field on my report, not a sum etc.

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  • Ameet Kumar

    Hi Guys,

    I'm also looking at the same but cannot seem to work this out. Have you had any solution?

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  • James Sanford

    Hey Ameet and Jessica!

    I think some clarification on how the the Fact Aggregations affect your reporting will be useful here!

    In addition, for others who may be reviewing this, I'm referencing the steps outlined in https://support.zendesk.com/hc/en-us/articles/203662446-Reporting-on-custom-fields-in-Insights-Plus-and-Enterprise-

    Each of these Aggregations will only be applied when you are reporting on more than one piece of data.  For instance, if you're using Ticket ID in your report in conjunction with reporting on a single numeric field associated to that ticket, these Aggregations will provide you with the actual value for that ticket.  If you used this to report on data across all tickets during a timeframe that is when your selected Aggregation would come into play.

    Also, even though that article does reference using Sum as your Aggregation, that is by no means your only option and you may be better served by using Median for instance (I generally recommend Median instead of Average, as this will help alleviate the effect that data outliers will have on your final numbers).

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