Clickable ticket links in Drillthrough?
Hey everyone,
Though one can add clickable a link to a ticket in a query, I find no way to do it in drillthrough function in Explore
Our clients used to have this function in Insights. It allows a straightforward way to get into a ticket from a dashboard to take the required action. E.g. we may have contact reason report and when drilling in one can see a list of tickets with contact reason in question. They click on a ticket to get to a source of information.
Have anyone found a way to do this in Explore?
A workaround is that you memorise ticketID and search for it in Zendesk. You are not even allowed to select and copy ticket ID from drillthrough for some reason.
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I'd also greatly benefit from this (formerly available in Insights) functionality. I'm really surprised there isn't a way to allow viewers of a dashboard or report to click through to the ticket IDs just like they could in the previous system. Hoping I'm just missing something and it's a matter of finding the right article about it!
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I'm still surprised that this isn't default behaviour? Making it harder to get to the relevant tickets from a report seems like a step backwards. It works fine in Insights.
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Another vote for this functionality.
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This thread is nearly 2 year old - I am looking for this (basic) functionality and it seems its still missing. Has anyone found a workaround meanwhile?
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same, need this functionality!
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Yes, this functionality would be tremendously helpful!
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I think the functionality meant to be added by end of March 2021. Eugene Orman is there any update on this? Many thanks
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Finally figured out how to use Drillthrough today, but it would be FAR more useful to be able to click the ticket and go directly to it! I was even showing the rest of my leadership team how to use Drillthrough, and they were surprised one couldn't click into the ticket from there. So was I.
Very hopeful this functionality is added soon!
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I didn't even realize this was not an available functionality. It existed with insights. I am constantly having to prove that Zendesk is a better tool for us than SFDC, and it becomes so difficult to do, which functionality like this is missing while it exists with all the reports in SFDC. All we need is to be able to click on the ticket number and have the dashboard take the user to the actual ticket. As somebody above mentioned, you can't even copy/paste ticket numbers from queries/dashboards.
I envision another difficult internal conversation about the lack of this functionality. Product team, is there any talk about adding it? Please!
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ETA for this feature was March 2021. We are in June now and no sign of it, nor any comments from the Explore team :(
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My heart sunk when I found this thread.
I haven't had to do a whole lot with Explore yet as I had only started transitioning my previous Zendesk off Insights reporting before starting a new job where reporting has not been very central to my role. Building my first somewhat sophisticated report and I was baffled as to how to add the clickable link to the ticket in a drillthrough...hence I found my way here.
Zendesk, you keep breaking my heart. This is such a crucial feature. Please deliver this.
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Hello everyone,
thanks for sharing your feedback about the drill-through and apologies for the belated response.
I wanted to share that we are currently working on an improved drill-in functionality that will enable you to get into tickets straight from Explore.
We expect to ship it before the end of July.
I'll keep you posted here once the feature has been released.
Thanks for your patience.
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