Trouble with reporting on custom fields and creating clickable URLs

Answered

Posted Jul 22, 2021

I'm trying to filter a query by a custom field but that custom field does not appear while other custom fields do. Is there something I need to do to change that field to make it appear? I didn't see a difference between the ones that appear and the one that doesn't appear. The other issue that I'm trying to figure out is that on one report I have the ticket ID but it's just the ID and not a clickable link to the ticket itself. Is that possible? Thank you!

2 comments

Date

Marie-Cathrine

Jul 22, 2021

Hi Matt,

What is the type of the custom field you want to use as a filter? If the field type is numeric or decimal, the field will be a metric in Explore and therefore can't be selected as a filter on a query. However, if this is the case, you most likely will be able to convert it into an attribute that can be used as a filter, but to help with that, I would need some more information.

To make the ticket IDs clickable you can follow this recipe: https://support.zendesk.com/hc/en-us/articles/360022372293-Explore-recipe-Configuring-clickable-links-to-tickets.

#helpsome regards,
Marie-Cathrine Sørensen
Developer @ helphouse.io