Zendesk Reporting - Sorting Data in Column | Community
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Zendesk Reporting - Sorting Data in Column

  • April 25, 2023
  • 3 replies
  • 0 views
M

Hi, I'm having a bit of a problem trying to understand how the reporting works, I've made a custom view here with the requirement of seeing all tickets that are new, opened, pending, and on hold, which I've succeeded in doing - but the view isn't allowing me to order them by the column header. I want to be able to click on the arrows next to the column headers and sort them either alphabetically, numerically or by date, depending on the data in that column. As you can see in the picture below I have the following set up, could someone assist in how I can get this to work the way an Excel spreadsheet would once you create a table and have the option to "Order by".

Thanks!

 

    3 replies

    Zsa
    • Zsa
    • April 26, 2023

    Hello Michael, 

    Clicking the header to sort only works for metrics and not for attributes. 
    For sorting attributes, this can be set in the result manipulation tab.

    More details about Sorting Results and the available sorting options here. 
    Note that when you sort using the result manipulation, these are set into the query so they can't be changed by a dashboard viewer.

    M
    • Michael85
    • Author
    • April 26, 2023

    Hi Zsa,

     

    I've tried using this but it doesn't seem to work, for example if I want to sort by Ticket Priority but the outcome is the same as if nothing changed.

    Is there a way to add a metric for the ticket number, the priority or the date it was created? This would get around this issue.

    Zsa
    • Zsa
    • April 27, 2023

    Hello Michael,

    The advanced sorting based on metric would only sort the results based on the attribute specified, but it won't sort the actual values alphabetically. 

    To control sorting you need to place that attribute (Ticket Priority) first in Rows, as attribute sorts apply only to the first attribute listed.

    Or potentially you can create a renamed attribute for Ticket Priority that you can place as the first attribute, to sort it by A-Z and then, hiding that column.

    Please see sample below on how I placed the renamed attribute I created which I can hide in the report:

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