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reports with multi-select ticket field

  • April 8, 2020
  • 8 replies
  • 0 views

Hi,

I am trying to build reports on this field with multi-select. The question is, can we build report that shows how many tickets solved with multi selection without knowing the exact combinations?

8 replies

  • April 14, 2020

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! :)


  • Author
  • April 15, 2020

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!


  • April 17, 2020

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!


  • Author
  • April 21, 2020

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,


  • April 24, 2020

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. 


  • Author
  • June 9, 2020

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?


Brett13
  • Community Manager
  • June 9, 2020

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!


Melissa42
  • June 19, 2020

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.