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Feature Request: Drill-in functionality on Metrics

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Ronaldo Tomiozzo

Publication le 03 nov. 2023

Feature Request:

I would like to request that Zendesk implement on Explore product the drill-in functionality to metrics.

Use Case:

Focusing on easily reviewing reporting data, enabling the drill-in into metrics will make possible to faster inspect CSAT metrics. 

Reasoning:

Currently, Zendesk Explore won't allow drill-in into metrics, making impossible for users to simply click on X Good/bad reviews and have a list of only those. If using Zendesk pre-built reports or dashboards, they all use CSAT metrics but if you try to drill-in, it will show the whole list of tickets instead only those related to the value you are trying to inspect.

From ZD support agent: "Drill-in does not take into account metric level filters.
So the metrics for satisfaction are pulling ALL tickets, which is what you are seeing.
So for Satisfaction updates getting only Good or Bad via Drill-in is not possible."

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      Shawna James

      Hey Ronaldo, thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add you support by upvoting this post and/or adding your use case to the the comments below. Thank you again!

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