Display Label for a field, instead of tag value.

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37 Comments

  • Vincent Dollet
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    Hi Dan,

    Thank you for your feedback.

    You raise a good point. Let me discuss this internally to see what we can do to improve the usability of custom fields,

    Kind regards

    Vincent

    0
  • Vincent Dollet
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    Hi Dan,

    We are discussing the possibility to display automatically custom field names in the visualisation chart.

    Meanwhile, you can manually rename custom field options in the Query Builder through the Calculations / Renamed Set feature. In essence, this will create a new attribute with user-friendly names which you can use in your visualisation.

    To achieve that:

    • Go to the Calculations section (right navigation)
    • Select "Renamed Set"
    • Set a name of your choosing (that will be the attribute name which you'll be able to use later on)
    • Select the custom field you want to rename in the "Computed from" drop down
    • Rename each option as you see fit 

    Once done, you can use this user-friendly attribute in the Query Builder.

    Please note:

    • this new attribute will be available for any subsequent queries you may want to create on that datasource.
    • you will need to maintain that renamed set attribute as you add options to that custom field

    Hope this helps,

    Vincent

    -2
  • Dan Ross
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    Hi Vincent,

    Thanks for that tip, it will be helpful in the interim. I can't stress enough how important it would be to be able to display the field name automatically. Many of our reports are for consumption outside the department (managers and company execs). It would be great if the reports were human-readable by non-Zendesk admins by default, instead of requiring each report to be massaged in order to display intuitive data.

     

    Also, with regards to the workaround provided - since each user is having to make their own data source, other users won't be able to see my new Attributes. Is there any way to disable users from being able to make new sources? We'd very much like to be able to have all our users working from the same data source, so that any extra work done by the admin(s) will benefit the whole team. 

    It also makes troubleshooting easier, since we don't have to troubleshoot another user's customizations. 

     

    Thanks!

    Dan

    4
  • Vincent Dollet
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    Hi Dan,

    I fully appreciate the importance to make these reports readable by everyone and we are continuously striving to improve the product UX. Until then, the "Renamed Set" will augment the default schema and be available in subsequent queries.

    When building new queries, you will need to:

    • select that custom attribute with human readable names
    • make sure that the underlying data source (and your custom schema) is shared with your team so they can leverage that configuration
    • keep that configuration in sync with any changes you may make to your custom fields

    I note your feedback and we'll see when we can address it.

    Re. restrictions to create new data sources, it's currently not on the roadmap. We will see if that feedback is upvoted by the community. Until then, you will need to make sure that you share your data sources among your team.

    Kind regards

    Vincent

    0
  • Reshma Patel
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    I agree with being able to see the values instead of the tags as this is not a great user experience. Thanks for the workaround it really helps, however after using the workaround the queries on the dashboard look fine, but when I go to preview the dashboard, it shows the tags again. 

     




     

     

    2
  • Chris Stock
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    Another vote here for this functionality. Any indication of where on the roadmap this might be?

    2
  • Pete Holborow
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    Adding my voice too (Hi Chris!)

    1
  • Valerie Conlon
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    I find this really hard to believe...we use category pick-lists with hundreds of choices.  We've already had to enter labels and tags by hand and now we have to do it again?

    1
  • Anton Mintsev
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    hey! our customers use custom field datasets with thousands of values. It's also common to have Contact reason field to have hundreds of values. Contact reasons report is the first thing to do for new accounts. Being able to only report vs tags is a strong limitation . The workaround we use is to export custom field value CSV and use formula to build new attribute. But it's cumbersome.🙈

    1
  • Celia Johnson
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    This is literally rendering Explore unusable. I need to be able to create groups for hundreds of options in a custom field as well, and I need to be able to do it even if that field's tag has never been applied. You can't, so I'm completely dead in the water. I can't make reports on critical data at all right now.  I can't go in 5x a day and update those groups every time a field gets used for the first time. 

    2
  • Chandra
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    +1 on this. We use hundreds of custom field values and this limitation seems insane. I can't believe it was designed this way in the first place and it hasn't been addressed in 2 years. 

    2
  • Justin
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    +1 Not sure why we'd want to see the tag instead of the field value. Insights showed the field value.

    1
  • Beth Yoder
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    Holy cow - I am only an analyst (I don't use ZD as an agent etc) and when I saw the new fields in ZD Explore displayed as 'tags' I didn't even know what I was looking at. I thought all of my fields/values had been changed. I don't think I can change the tags in ZD without having a ripple effect on others, but is this the only way to get nice reports without renaming each and every time?

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  • Dan Ross
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    Hey Beth,

    This is a known issue - there's not been any public update for some time though. Hopefully it'll get addressed soon to at least have feature parity with the old Insights platform.

    As for the practice of changing your tags on existing ticket field values, that's something you'll want to be wary of as it will not update any tickets that were closed with the previous tag values. This could lead to a break in your reporting continuity. 

    0
  • Beth Yoder
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    Thank you Dan Ross. I won't change anything, but I fear that this issue alone is going to keep us using Insights until it sunsets, which is a shame. 

    0
  • Andrew Forbes
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    Hi all,

    This is a feature that our team is looking to roll out in the next two weeks! We'll have more information posted shortly, but we're currently testing it internally before we roll it out broadly. 

    0
  • Sandra M
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    Thank you. Looking forward to receiving this info

    0
  • Vincent Dollet
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    Dear all,

    Good news - by popular demand, we are now displaying custom field values instead of their tags.

    Here is the announcement: https://explore.zendesk.com/hc/en-us/articles/360002129067-Custom-ticket-field-values

    Kind regards

    Vincent

    1
  • Joan Ling
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    This is good news as it looks better, however, it doesn't give the ability to be able to report on the top level custom field which I was hoping it would.

    For example, we have drop down fields with 2 or 3 levels, see screen shot.  I want to report on the top level custom field to see how many customers have contacted us in relation to 'Delivery' for example and then I want the ability to drill down into the various delivery type queries as required.  At the moment I can't see how I could do that in Explore? 

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  • Anton Mintsev
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    I think we can utilize custom attribute and use e.g. regexp to extract the first level. I'll do some experiments and update here

    0
  • Andrew Forbes
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    Hey Anton - 

     

    Yes, there are some REGEX functions that would work well to extract fields here. You can also use the function CONTAINS(). Our team is working on an article, but here's a head start:

     

    To pull out level one fields you can use:

    IF (CONTAINS([CUSTOM FIELD HERE],"::")) THEN

    LEFTPART([CUSTOM FIELD HERE], FIND([CUSTOM FIELD HERE],"::",0) )

    ELSE [Field] ENDIF

     

    And to pull out the second level of a heirarchy, you coudl use:

    IF (CONTAINS([CUSTOM FIELD HERE],"::")) THEN

    SUBSTR([Field],

    FIND([CUSTOM FIELD HERE],"::",0)+2

    ,LENGTH([CUSTOM FIELD HERE]))

    ELSE "Other" ENDIF

     

    Let me know if this is helpful!

    1
  • Anton Mintsev
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    On our POD 14, I was able to see the feature live for a few hours, but custom fields are showing tags again now

    0
  • Chris Bulin
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    @anton this is probably related to the incident this morning: https://help.zendesk.com/hc/en-us/articles/360019270214-Service-Incident-March-7th-2019

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  • Brett - Community Manager
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    Hey Anton,

    As Chris mentioned, this could be related to performance issues on Pod 14. Are you still experiencing issues with custom field values not displaying correctly?

    0
  • Vincent Dollet
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    Hi Anton, all,

    It seems I spoke too quickly and we need to launch that feature as an EAP instead. We are planning to GA it in Q2. Here is the sign-up form if you'd like to try it out: Custom Field Values EAP

    My sincere apologies for any inconvenience & additional delay,

    Kind regards

    Vincent

    1
  • Dan Ross
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    Hey Vincent,

    Does this EAP support displaying the default value for fields with Dynamic content?

    Thanks!

    0
  • Vincent Dollet
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    Hey Dan,

    Yes, the EAP will enable you to resolve both custom field values and dynamic content (in English),

    Kind regards

    Vincent

    0
  • Dan Ross
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    Great, thanks so much! Signing up now.

    0
  • Dan Ross
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    So far, it seems to work well! I'm assuming any entries that are showing the tags values are entries that have been deleted and thus only the ticket tag remains on the Closed Tickets?

     

     

    0
  • Anton Mintsev
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    @Andrew, thank you! works fine!

    0

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