Adding an attribute

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7 Comments

  • Jessie Schutz
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    Hi Moraima! Welcome to the Community!

    It's not possible to create an attribute in Insights the way you would a custom metric. Attributes and Facts are imported directly from Zendesk.

    However, if you've created any custom fields, once there's data available in those they'll be automatically imported into Insights as either a Fact or an Attribute. You can find out more about that here

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  • Pedro Rodrigues
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    Since Chat lacks the Brand attribute (both in product and Insights), this would be a nice thing to have.

    It would allow us to easily create custom attributes to have each brand's departments properly assigned to a custom "Brand" dimension to use in Chat-related reporting.

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  • Jessie Schutz
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    Thanks for sharing your feedback, Pedro!

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  • Srivastava, Anmol
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    Hello,

    We added a new field JIRA Title in Zendesk and it has been a week since we added that filed. 

    Still we are unable to get that attribute in reports. 

    Can you please help me with this?

    Here are the screenshots of the Added field and the report attributes:

     

     


     

     

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  • Madison Davis
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    Hi Anmol! Sorry to hear about this. What kind of field is "JIRA Title"? Are there tickets in your Support account where this field is filled in?


    Some custom field types are not synced to Insights. Additionally, there is a threshold for the number of custom fields that can be synced. You can read more about reporting on custom fields in Insights here. If there aren't any tickets with this field filled in yet, it also won't appear in your list of attributes until it there's ticket data to sync over. 

    Let us know if that doesn't help! Happy to troubleshoot a bit further. 

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  • Srivastava, Anmol
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    Hello Madison,

    JIRA Title is a field where we write the whole title of the JIRAs raised and I think it is Multi text line. 

    And as read in the Article shared by you https://support.zendesk.com/hc/en-us/articles/203662446-Reporting-on-custom-fields-in-Insights-Professional-and-Enterprise- ; got to know that Multi line text are not imported in the reports.

    Is there any way that it can be displayed in the reports?

     

     

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  • Madison Davis
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    I'm sorry to say it's not. That said, you can report on multi-line fields in Explore Professional, so if you have access to that, I'd recommend you recreate your report as a query there! 

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