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Reporting on conditional fields
Posted Jan 30, 2023
Hello,
We have set up the below 4 fields as "conditional" drop down fields.
Example below: We have a total of 8 products listed under the "Product" field. If agent picks say Product 1, then the field name populates as Case Classification(Product 1) and has 4 case classifications to choose from. Say, the agent picks Class 1, then field Case Sub-Class (Product 1-Class 1) field gets displayed with a number of options to choose from. Say, the agent picks SubClass 4 value; then field Case Sub-class Category (Product 1-SubClass 4) gets displayed with options Sub-class Category 1 to Sub-class Category 10 to choose from.
This is the cycle for all Products 1 to 8. Hope this helps in your understanding.
We would like to run a report to show a descending order of our top trends with the rows being the third conditional field which comes after the Case classification field mentioned herein.
| Product | Case Classification | Case Sub-Class | Case Sub-class Category |
| Product 1 | Class 1 | SubClass 1 | |
| SubClass 2 | |||
| SubClass 3 | |||
| SubClass 4 | Sub-class Category 1 | ||
| Sub-class Category 2 | |||
| Sub-class Category 3 | |||
| Sub-class Category 4 | |||
| Sub-class Category 5 | |||
| Sub-class Category 6 | |||
| Sub-class Category 7 | |||
| Sub-class Category 8 | |||
| Sub-class Category 9 | |||
| Sub-class Category 10 | |||
| SubClass 5 | Sub-class Category 11 | ||
| Sub-class Category 12 | |||
| Sub-class Category 13 | |||
| Sub-class Category 14 | |||
| SubClass 6 | Sub-class Category 15 | ||
| Sub-class Category 16 | |||
| Sub-class Category 17 | |||
| Sub-class Category 18 | |||
| Sub-class Category 19 | |||
| Sub-class Category 20 | |||
| Class 2 | SubClass 7 | Sub-class Category 21 | |
| Sub-class Category 22 | |||
| SubClass 8 | Sub-class Category 23 | ||
| Sub-class Category 24 | |||
| SubClass 9 | Sub-class Category 25 | ||
| Sub-class Category 26 | |||
| Sub-class Category 27 | |||
| Class 3 | SubClass 24 | ||
| SubClass 25 | |||
| SubClass 26 | |||
| SubClass 27 | |||
| SubClass 28 |
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1 comment
Chris Curlett
Unfortunately Zendesk just not have a good solution for multi-level ticket categorization. I have a system just like yours where I made a ton of category fields and used form conditions to branch down the hierarchy. It's kind of a pain but I'm hoping that the new custom objects helps with this. Do you have a good system for tagging your drop down field options? I ended up making custom metrics in Explore that looks something like this:
IF INCLUDES_ALL([Ticket tags], "it_inc_sym_hardware_accidental_damage") THEN "Accidental Damage"
ELIF INCLUDES_ALL([Ticket tags], "it_inc_sym_hardware_buttons_not_working") THEN "Button(s) not working"
ELIF INCLUDES_ALL([Ticket tags], "it_inc_sym_hardware_conference_room_issue") THEN "Conference Room Issue"
ELIF INCLUDES_ALL([Ticket tags], "it_inc_sym_hardware_connectivity") THEN "Connectivity"
ELIF INCLUDES_ALL([Ticket tags], "it_inc_sym_hardware_digital_signage") THEN "Digital Signage"
ELIF INCLUDES_ALL([Ticket tags], "it_inc_sym_hardware_hardware_defect") THEN "Hardware Defect"
ELIF INCLUDES_ALL([Ticket tags], "it_inc_sym_hardware_lost_/_stolen") THEN "Lost / Stolen"
ELIF INCLUDES_ALL([Ticket tags], "it_inc_sym_hardware_no_power") THEN "No Power"
ENDIF
Mine is much longer than that, but you get the idea. Of course, we're constantly adding options to the drop downs, so I need to update my custom metrics accordingly. I have a little system down where I export all of the fields' CSV, I combine them into one spreadsheet, then I use a little formula that uses the field value and option for each line into what you see above, then copy and paste all the way down and add ENDIF at the end. Hope this helps.
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