Reporting on organisation data

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9 コメント

  • Nicole S.
    Zendesk Community Team

    Hi Tara Papworth

    Apologies for the delayed response. I checked in with some of our Explore experts, and here's what they had to say:

    You could use a metric for "organizations" and then add your organization or user custom fields as attributes for that metric.

    There is a folder for those fields in the attributes list, it looks like this:

     

    The one note is that this will only cover organizations or users in the tickets dataset, meaning those who have submitted at least one ticket. 

    I hope that helps, but do let us know if you have additional questions! 

    -1
  • Pete

    Hi. Will Explore be including the option to report on Organisations and custom field data against them that is not linked to tickets being submitted against them?  I would like to be able to create such a report but we have some organisations that have never submitted tickets and therefore their data is not included. This renders the current option of generating a report useless for its intended purposes.

    1
  • Tara Papworth

    What Pete says ^ This is going to cause us an issue come February when Insights is no longer available as we have many organisation reports and the solution above does not always work.

    0
  • Taylor Bowser
    Zendesk Customer Advocate

    Hi Pete, 


    Thanks for reaching out! You can report on organization data without adding any ticket metrics to your report. Here is a quick example using the Support: Tickets dataset along with two custom organization fields: 



    Additionally, you can report on organizations that have not submitted a ticket by following these steps:

    You'll want to create a query using the Support: Ticket Updates dataset for this. First, you'll need to create a standard calculated metric to count then number of organizations using this formula: 

    IF ([Requester organization status]="Active")
    THEN [Requester organization ID]
    ENDIF

    IMPORTANT: Check the compute separately after entering in this formula. Then save

    Next, you'll want to add this custom metric along with COUNT(Tickets) to your metrics section. Then, we can add the requester organization name attribute to the rows section. 

    Lastly, you'll want to go to result manipulation>>metric filter and toggle this to only return 0 > 0 values for COUNT(Tickets) as shown below: 


    After applying this filter, you should only see organizations listed that have not submitted tickets. If this isn't quite what you're looking for let us know and we'd be happy to take another look! 

    Best, 

    0
  • Pete

    Hi Taylor

    I tried what you said with the second query using the Support: Ticket Updates dataset.

    COUNT(Tickets)  does not seem to be an available metric to select in this dataset. Is that a custom metric as well?

    0
  • Chandra

    We frequently have the need to create reports listing all organizations that meet specific criteria we've defined in custom Org fields. Currently, I have to switch back over to Insights to do this and it's very easy. Based on what I'm reading in the comments above, if I understand correctly, we'd have to create 2 separate reports in this situation--one for Orgs who have submitted tickets and another for Orgs that have not. Is this correct? It looks like a painful process, regardless. Is there any plan to just add an Organization dataset to Explore, similar to the capabilities in Insights? If not, this is going to cause serious issues for us.

     

    0
  • Chandra

    Pete - It looks like you have to use COUNT(Tickets created). 

    0
  • Tara Papworth

    What Chandra said above ^. Do we have to create two separate reports to get a list of all organisations and their custom fields? This is a clunky workaround and will cause us significant issues. 

    0
  • Terry

    I too need the ability to report on a list of organizations and their custom fields, for all organizations regardless of a ticket being submitted by them.

    0

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