GoodData Report containing Organization Custom fields but needing Ticket Group

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5 댓글

  • Brett - Community Manager
    Zendesk Community Team

    Hey Taylor,

    Hopefully other users can jump in and offer up some guidance on how to get the data you're looking. In the meantime, you'll want to take a look at the following article: Difference between "Organization" and "Ticket Organization"

    Organization fields are based on the users organization which is a different dataset than what the Ticket Group is a part of.

    It may be possible to link these two datasets but you'll need to make a connection to that dataset in your metric.

    You'll also want to take a look at Reporting on user and organization tags to build a customized version of the # Organizations metrics.

    Hope this points you in the right direction!

    -1
  • Taylor Malley

    Hi Brett,

     

    I'm really looking for guidance on how it would be possible to create this in GoodData.  I had read these previous articles but haven't had luck getting these business objects to connect and was looking for actual guidance if it was possible.

     

    -Taylor

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  • Brett - Community Manager
    Zendesk Community Team

    Hey Taylor,

    Just so I understand the report you're trying to create, is there a reason you're using the # Organizations metric? Most likely the Ticket Group attribute cannot be used with this metric which would explain why you're unable to select it.

    Would the Ticket Organization attribute work better in this report?

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  • Taylor Malley

    As you can see in my screenshot the purpose of using organization as we have custom organization fields and would like to have the ticket group tied in the reporting.  It's unfortunate this isn't openly tied to the organization metric as you assign the group to the organization yet can't get a simple report of all of your organizations and ticket groups assigned.

    When using the tickets metric it interferes with our reporting as if a one-off situation of an agent assisted with an organization that is not part of the ticket group we will get multiple lines as the agent is assigned to another ticket group.  As we are consulting business this can happen frequently.

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  • Brett - Community Manager
    Zendesk Community Team

    Thanks for the additional information, Taylor!

    I'm going to create a ticket on your behalf so our Customer Advocacy team can dig into this further.

    You'll receive a follow-up email shortly stating your ticket has been created.

    Cheers!

    0

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