How to rename the field (empty value)?

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5 댓글

  • Brett - Community Manager
    Zendesk Community Team

    Hi Alexandre,

    With the way the Insights GoodData is currently designed.  If any attribute (ticket field) does not have a value selected it will default and appear in your Insights reports as "(Empty value)".

    While it isn't possible to change this to a different name you are able to hide and exclude the "(Empty value)" value of any attribute from the reports by incorporating this into your report "Filter" section.

    Please see example screenshot below:

    I realize this may not be the solution you're looking for but i do hope it helps!

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  • Alexandre DRAGUT

    Hi Brett,

    Thank you for your answer.

    I don't want to exclude this value because it distorts my reports.

    However, can we create a trigger to assign this field to a specific attribute?

    I create an attribute "Other" for example and I assign to this.

     

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  • Brett - Community Manager
    Zendesk Community Team

    Hi Alexandre,

    That's a good option to address this issue if I'm understanding you correctly. If a ticket has this field as Unassigned upon solved you could have the trigger set the value to Other instead which will then reflect in your reports.

    Let me know if you need assistance setting up this trigger :)

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  • Alexandre DRAGUT

    Hi Brett,

    i thank you, I managed to create the trigger.

    However, does it apply to closed tickets? I still can see "Empty value" in my reports.


    Does it work for all tickets or only newly created ones?

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  • Brett - Community Manager
    Zendesk Community Team

    Hi Alexandre,

    This will not affect close tickets since that data is read-only. This will only affect any tickets updated after you've created the trigger. The Empty Value option will continue to show in your reports until there's no more data to sho under that value.

    If you want to remove that value completely before then you can filter it out from your report.

    Hope this helps!

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