Reporting on conditional fields

January 30, 2023 17:06

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

1 Comments

Chris Curlett
- May 18, 2023 23:57
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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