Drillthrough not working

21 Commentaires

  • Drew

    Same for me, adding drillthrough rarely works - occasionally I can get a list of ticket IDs but no other selected fields show up. 

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  • Andrew

    Following as I have same issue

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  • Laura Hippert

    Hi there! It looks like we are currently seeing an issue with the Drillthrough feature, I will be creating individual tickets and reaching out to provide more information. I apologize for the inconvenience! 

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  • Cristian Ene

    I am experiencing the same issue... is there any solution for this? 

    I am surprised as it was reported on December 18th 

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  • Patrick Bosmans
    Zendesk Customer Advocate


    Hey Cristian, 

    I offered an answer for you in your other community post, but just wanted to let you know here as well that I have spun up a ticket for you so that you can be notified when we release a fix.

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  • Greer Davis

    I'd also like to be notified of when the drillthrough feature works again. Is there an idea on timeline for a fix? We've been using this to check issues with individual tickets and spot checking the query is working correctly.

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  • Drew

    Updated development on my end. I went back through the drillthrough and deselected everything, saved, went back through and selected only the options I want and it kiiiinda works. I get about 80% of the fields I'm expecting. So...improvement? Somewhat?

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  • Arianne Batiles

    Hi Greer and Drew,

    Our development team is still working on a resolution for this issue. Apologies but I'm afraid we are unable to provide you a timeline as to when this can be resolved.
    Once again, we apologize for any inconvenience this issue is causing.

    Kindly requesting to send us a ticket to support@zendesk.com so that we can link this to the ticket we currently have.

     

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  • Duncan Murphy

    Any update on this? It appears drillthrough is still not fixed.

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  • Nicole S.
    Zendesk Community Team

    Hi Duncan -

    A fix was released for this issue in February, so this may be a different bug. Would you like me to create a ticket for you so that we can have someone help take a look at your account?

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  • Tommy Ball

    Are there circumstances where this feature wouldn't work? It's appearing blank for me to under certain circumstances.

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  • Duncan Murphy

    Drillthrough is still not working for me either. Please open a ticket :)

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  • Brett Bowser
    Zendesk Community Team

    Hey Duncan,

    Thanks for bringing this to our attention! As requested, I have created a ticket on your behalf so our Customer Advocacy team can dig into this further.

    You'll receive an email shortly stating your ticket has been created.

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  • Brett Bowser
    Zendesk Community Team

    @Tommy do you notice when this option is missing on your end? Any additional information you can provide is greatly appreciated.

    Thanks!

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  • Randy Nieukirk

    I have a Dashboard that I have shared with my team and they are unable to choose the Drillthrough on the queries that I enabled Drillthrough on.  They each have Viewer access to the Dashboard, but when they click on the query it does not offer the Drillthrough option.  I disabled all the other Interactions, but made sure Drillthrough was active.  I also chose which attributes to show in the Drillthrough.  The Drillthrough does work on the query itself.

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  • Brett Bowser
    Zendesk Community Team

    Hey Randy,

    I'm going to create a ticket on your behalf so we can look into this with you.

    You'll receive an email shortly stating your ticket has been created.

    Cheers!

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  • Ethan

    Hi Guys

    Any idea what can cause this issue!? Hovering over the chart will show the below items (Unsolved tickets:1 , ...) but clicking on the bars which normally will open the interaction drop-down kinda list to select drillthrough from, is completely not working.

     

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  • Brett Bowser
    Zendesk Community Team

    Hey Ethan,

    Thanks for taking the time to share this with us! I'm going to create a ticket on your behalf so our Customer Advocacy team can look at this report for you.

    You'll receive an email shortly stating your ticket has been created.

    Cheers!

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  • Payden H.

    When I click on Drillthrough by Ticket ID for a specific Assignee with "Good Satisfaction w/comment," it instead shows me all of the tickets by that Assignee with the ID. IT should just show the ones filtered by "Good SAtisfaction w/comment", correct

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  • Brett Bowser
    Zendesk Community Team

    Hey Payden,

    I saw you created a ticket with our Customer Care team around this issue but they never received a response back.

    Were you able to get this issue resolved?

    Let me know!

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  • Hannah Meier
    Zendesk team member

    Hello Payden,

    This is because Drillthrough currently does not take into consideration any metric level filters. To ensure that the drillthrough results are filtered correctly all necessary filters should be placed in the query itself.

    This article gives an example of how to do that: https://support.zendesk.com/hc/en-us/articles/360022183374-Using-Drillthrough#heading2

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