Recent searches
No recent searches
Drill in showing tickets it isn't supposed to
Posted May 10, 2023
Hey guys,
I have an issue with Drill in where it shows more tickets than it is supposed to in reports that use more than one metric.
The metrics for the affected report are Tickets Solved and Public comments and the results are displayed by agent. In the Drill in table for each agent, the tickets are shown with a number in the relevant column. The numbers shown are correct.
However, there are also other tickets displayed which have a zero in both columns, and have neither public replies, nor solved tickets. Most of these tickets actually have status changes by the relevant agent and I think they should be filtered out from the Drill in table, just as they are not shown in the report.
I enabled drill in for a different report with just one metric and the issue was not present.
I have already contacted support with this (request #11465903) and was told that it is a limitation of Drill in as it does not have metric filtering capabilities, and I was advised to create a post here so this might be considered for future improvements of the functionality.
8
6 comments
Darenne
Hi Marina Angelska,
Welcome to the Zendesk Community post! I agree with what Elaine mentioned on the ticket you had with us. The reason the 0 value still appear in the drill-in is that these tickets still meet all the attribute and filters to be included in this query and will still be returned in the drill-in even if the metric is read as a 0 value. The drill-in feature is still being expanded and worked on but for now, it does not have any metric filtering capabilities.
As a possible workaround, you can actually sort out the non-zero results to be shown on top by clicking the two arrows (up and down arrow) beside the attribute. I believe this has been shared also by Elaine on the ticket.
For now, let's wait for an official comment from our Product team about this.
1
D.Fitz
Any update on this? It's leading to some confusion on our end when drilling in
0
Stuart McLaughlin
Darenne I have created a custom metric to ensure the data only meets the specific attributes but I still have tickets that show “0” when I drill in, and do not meet the criteria of the metric being measured.
1
Gabby H
Also looking for an update on this matter.
0
Hannah Lucid
Hello! Is there an update on if the drill-in will be configurable?
0
Arthur Mori
Looking for an update on this matter too.
Hoping there's an option to at least auto-sort the drill in result to eliminate the extra step of sorting the column metric on the drill in result
0