Trevor Kanaya

Agreed here. I'm sure Zendesk can understand how unsightly/unprofessional it would look to have a giant URL or even just a Bitly link in the field description live on a customer-facing form.

We're in the same boat and at a complete loss, would love to see this be able to happen.

We want a view to show all tickets within a certain breach window (e.g. less than three hours till breach) but also still show tickets in that view if they have already breached as well. Unfortunately this is impossible since "Hours until breach" must be an ALL condition and once the ticket breaches, it no longer technically has a time until breach number since the breach event has passed. The effect it's having is that now after the ticket breaches, it vanishes from the view. Any potential solution to this is cumbersome and has downsides:

1. Use an automation to tag tickets once they hit the breach window and remain tagged after breach, therefore allowing us to remove the "Hours until..." condition from the view and just pull by tag. Downside is that if we use an automation, since they only run once/hour, there's the potential for the tag to not be applied for a full hour after the ticket should be in the countdown window if it misses its first opportunity to run.
2. Use the API to tag these tickets in real time. For high-volume Zendesk users who occasionally hit the API rate limit momentarily, this runs the risk of having some tickets miss getting tagged.

We can't use any alternative hours logic (e.g. hours since creation, hours since update, due date) because in all those instances there will be a cutoff for which we also want to pull tickets after that cutoff as well, no matter where that clock is ticking from.

Hi all,

I'm adding grand totals on rows but the aggregator should use AVG instead of SUM. When I do this, there's no way to keep the aggregated numbers pinned to the top or bottom of the table. In other words, with SUM, the value of the grand total row will always be highest so it's easy to sort high to low, but an average would fall somewhere in the middle obviously.

So, is there any way to keep an AVG row at top or bottom? It seems a bit unlikely that a user would want it anywhere other than top or bottom, frankly.

I can't express how much it boggles my mind that this basic feature of any reporting tool has failed to be added to Explore for so long. Explore has consistently been not only the poorest reporting tool, but far and away the poorest SAAS product I've ever used. Our company relies heavily on Zendesk data to make decisions both immediate and long term, and my team and I spend countless hours stuck on figuring out how to do things that should take seconds to set up in any passable software. Not to mention how often it seems that Explore is down altogether. They really should have had a lot more of this fleshed out before they forced us off of Insights, what was shipped wasn't even something I'd call an MVP, and here we are almost two years later with the same problems.

The ability to discard unpublished changes should be considered one of the most basic elements of any WYSIWYG editor. The decision even to make changes in the editor auto-save and be irreversible if you're not in the same browsing session as the initial change, without user ability to turn it off, is positively asinine in the first place. But, if that's the product decision they're sticking with then they should at least make a "discard all unpublished changes" option. I don't need to go over the use cases, they've all been covered by the numerous posters above, but I certainly hope there are vast improvements to many aspects of this currently-abysmal, barely-usable product called Explore.

I think I might have figured this out although anyone feel free to correct me if I'm wrong. In the Ticket Updates dataset I've created a calculated metric with:

IF ([Update ticket group]="My Group Name Here" AND [Comment type]="Public")

In theory, this should target only public replies where the group of the update was that team, correct? If so, this works for me!

Cheers,

Hi all,

Just wondering if there's a solution for reporting on a number of replies and solves, only if they were submitted by agents who are in a certain group.

I'm able to report on those submissions by tickets in a group but the problem with that is that the tickets in that group would include replies from agents in any other groups as well. This particular query will be for an escalated team and we're wanting to track only the escalated team's replies, so it won't make sense to include the other replies from the other teams (prior to the escalation event) in those numbers as well.

It looks like we can build a calculated metric that's based on submitters, which would be perfect, except that "submitter group" doesn't seem to be an option. I can do "submitter name" or "submitter email" but obviously the problem there is it would be impractical to constantly need to be manually updating the people in that metric, and on top of that, I presume that doing so would also retroactively affect past numbers as well (like if we wanted to compare present data to historical).

Is there any way we can report on replies/solved exclusively by people within certain groups? Any thoughts you have would be greatly appreciated!

Cheers,

Yup, that did it for me! Thanks so much for your help. Screenshot for anyone else who's in the same position of which setting had to be adjusted:

Hi there,

I've been working with this for a few hours and I don't think I'm doing anything wrong, so maybe a bug?

I'm using a 'Group' attribute I've created in a query to report on 4 'member' attributes: Bulk Udpates, Integrations, Investigations, and Other. For some reason, Bulk Updates only shows when it's by itself or combined with 'NULL', but with any of the other three, it disappears on certain visualisations.

If the visualisation type is 'Table', Bulk Updates shows as expected, but in any other type, Bulk Updates disappears.

I thought it might be due to the arrangement of the groups within the attribute so I tried rearranging them but it's still only Bulk Updates that is affected, none of the other three. I tried the settings in all of the chart config and data manipulation areas but no dice. I tried deleting and recreating the attribute, but no effect there either. This is happening across multiple queries using this attribute as well. Even though Bulk Updates doesn't contain any 0 data, I even tried this just in case - no effect.

Here's a video of what's happening. Let me know if I'm doing something wrong or this might be a bug! Thanks a lot in advance!

Cheers,

Oh snap! Yeah that'll work for me. It's not ideal but it will do just fine for now. Thank you for this!