Hi Explore team,
While comparing our results from Insights to those from Explore, we've come across a few 'quality of life' features that we felt were missing and that slowed down building reports. I realize the goal of Explore isn't to copy/paste InSights functionality, but there's a few processes that feel more complicated or slower compared to Insights.
1) Ability to modify a column to include ability to quickly aggregate data. InSights can do this very quickly. I tried using Result Manipulation->Totals to get the Sum of all the tickets broken down by status, but it would only total the number of rows, instead of the total number of tickets across all statuses.
2) Quick pivoting. - InSights allows a user to quickly pivot a table via a little pivot button.
Being able to swap columns/row attributes with each other(and preserving filters on them) at the click of a button would save a lot of clicking and dragging. A function like this would be helpful, especially when playing with all the new visualizations. Being able to quickly see which configuration looks best would save users some time and frustration while they learn a new platform.
3) Default sort order for system default fields from Zendesk
It would be convenient to have default fields sort in the order they're presented in Zendesk. For example, the status field is sortable alphabetically or numerically, but not by the order of the ticket lifecycle (New,Open,Pending,Hold,Solved,Closed). They are sorted in this manner by default in insights. Naturally, if the user opts to sort by another column value, they can do that.
I've figured out how to make an ordered set, but I can't remove or hide the original set, which causes other reports users to be confused as to why two Ticket Status attributes exist.
Thanks for considering
Iniciar sesión para dejar un comentario.