reports with multi-select ticket field

8 Comentários

  • Erika Camille Sundian
    Zendesk Community Team

    Hi there Sylvia Agung,

    You could add the specific Multi select field in filter only and Exclude the Null value. For more details you can refer to Reporting with custom fields.

    Let us know if you need anything else! :)

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  • Sylvia Agung

    Hi Erika,

    Thank you for the reply but that link does not really answer my question. I have a ticket field with multi select already. My problem is with the reporting.

    I would like to create report which will be able to show when multiple values were selected in the solved tickets. For example the result should show: 

    - when value A and B were checked - 10 tickets solved

    - when value A and C were checked -  5 tickets solved

    Can we create this kind of report from Explore?

    Thanks in advance!

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  • Erika Camille Sundian
    Zendesk Community Team

    Hey there Sylvia,

    Thanks for the additional information! :) It looks like the only option to do so is you will need to use the related Tags and the new INCLUDES function, you can check this article for more information about this: Announcing Zendesk Explore tag reporting enhancements EAP

    Cheers!

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  • Sylvia Agung

    Hi Erika,

    Thank you for this solution. Follow up question on this, is it possible to get the same result but without knowing the specific combination of different values?

    The example before is that if I know there are solved tickets that contains value A and B checked, but what if I would like to have all list pull out to show every possible combination that exists within the solved tickets?

    Regards,

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  • Erika Camille Sundian
    Zendesk Community Team

    Hi Sylvia Agung,

    Could you clarify what exactly you are trying to achieve? Any additional information you can provide is appreciated!

    Also, without knowing the specific combinations you can only report on tickets per this multi select field values in row/column. 

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  • Sylvia Agung

    Hi Erika,

    The link with Announcing Zendesk Explore tag reporting enhancements EAP that you previously share with me is no longer accessible. Could you help here?

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  • Brett Bowser
    Zendesk Community Team

    Hey Sylvia,

    It looks like the EAP you're trying to access is no longer available. For a list of our active EAP's, you can navigate to our Topics and select the EAP tab.

    Let me know if you have any other questions!

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  • Melissa Norton

    Hey Sylvia Agung,

    Try this article for Erika's solution with tags:

    Explore Functions Reference - specifically under Tag Functions, near the bottom.

    Text or logical functions might be useful too if you are doing combos like:

    • A or B
    • A and B
    • A, B, or C etc.
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