My company uses custom ticket fields to add root causes as a tag on all of our tickets. Here we have different main categories with a set of underlying categories. We have created a dashboard that displays the main categories and what percentage and sum of tickets are spread across these. In this dashboard we can decompose each main category to see the percentage and spread of the underlying categories. Initially we wanted to use drill-through to extract a list with individual tickets and clickable links to do random sampling. We found a recipe that allowed us to create a standard calculated attribute that does just this. However we have discovered that drill-through only allows us to use the attributes created by Zendesk and not the one we created ourself.
The attribute we created can be added to the query itself, but the visual result would be quite messy as it would display all unique tickets.
Hence my wish is to do the following: I want my main categories displayed with a percentage value, to decompose them into underlying categories still only displaying percentage values, and then decompose the underlying categories into a list of tickets with clickable links.
If anyone has a good idea on how to achieve this without creating individual queries for all categories, it would be much appreciated.
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