Count of Ticket Field change in Exlpore



  • Chandra Robrock
    Community Moderator
    Most Helpful - 2021

    Hi Emma - I believe you should be able to accomplish this in Explore by using the following:

    Dataset: Ticket Updates
    Metric: D_Count(Updates)

    • Changes - New value > select the tag of the specific dropdown option you'd like to filter by
    • Update - Week of Year (or a similar option)

    The one thing I noticed when testing this out on my end was that this 'Changes - New value' attribute includes a good chunk of data so, if you're having difficulty filtering for that specific tag, you might want to consider adding a new Standard Calculated Attribute that looks similar to the below:

    IF CONTAINS([Changes - New value],"insert_the_tag_for_your_dropdown_value_here")

    You'll then be able to add this new Standard Calculated Attribute as a filter so that you can select only the updates where the Changes - New Value was the particular dropdown you were looking for. 

    Hope that helps point you in the right direction!

  • Emma Kane

    This has worked! It corresponds to my Insights data perfectly. 

    Our internal Zendesk guru is on maternity leave so this has been a bit of a struggle!

    Thanks ever so much Chandra! 


  • Chandra Robrock
    Community Moderator
    Most Helpful - 2021

    Happy to help! So glad to hear that solution worked for you. :)


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