Create groups off of ticket tags

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4 Comentários

  • Tim Grimshaw

    Hi! We've done the same thing using 'groups' - https://support.zendesk.com/hc/en-us/articles/360022184334-Organizing-values-by-groups-and-sets ... works pretty well - you can basically create the 4 groups that you want, with the different values in each, and then use that grouping in your reports, so show e.g. the pie chart with those 4 groups.

    You can also configure it to 'leave out' certain values completely - if you had the main 4 groups, but then you had a couple of values that you weren't really interested in, you can tell it to just ignore them and not group them. 

    Hope that helps!

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  • Ahaan Karha

    That's great, thank you so much Tim! 

    I was wondering if it's also possible to dig deeper and create an interactive/dynamic query. I want to be able to click on the pie chart and then get individual pie charts for each group I created. So I would essentially get another pie chart of the individual ticket tags that make up the group. Would this be possible in explore? 

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  • Tim Grimshaw

    I think so... we use drill-through quite a bit, but you can also use 'decompose' to break out other properties... normally takes a bit of experimenting to figure out which one is more useful in your scenario, and how you want it to appear. 

    Drill: https://support.zendesk.com/hc/en-us/articles/360022183374-Using-Drillthrough

    Decompose: https://support.zendesk.com/hc/en-us/articles/360022365573#topic_uw1_4mz_nv

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  • Brett Bowser
    Zendesk Community Team

    Thanks for jumping in and helping Ahaan out Tim!

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