Explore’s custom groups provide more flexibility for understanding your team’s performance. For example, you can create groups for all of your internal teams’ functions and external facing teams’ functions to use as attributes or filters in your analysis. For more information about custom groups, seeOrganizing values by groups and set.
In this recipe, you have two ticket groups,Support Group 1, andSupport Group 2. Using an attribute group, you'll configure a group namedSupport Group 1 and 2that contains all member of both ticket groups.
To create custom groups from your Zendesk Support groups
- In Explore, click the reports (
) icon. - In the Reports library, clickNew report.
- On theSelecta datasetpage, choose the dataset containing the ticket data you'll need to build the report; in this case,Support - Tickets,然后单击Start report. The report builder opens.
- From theCalculationsmenu (
), clickGroup. - On theGrouppage, choose theTicket groupattribute from theComputed fromdrop-down list. TheTicket groupattribute contains your different Zendesk Support groups.
- ClickSupport Group 1, and then click+.
- ClickSupport Group 2, and then clickthe right arrow.
- Click the group name and rename it toSupport Group 1 and 2.
- In theAttribute namebox, provide a name for the attribute. This is the name that you will choose when you add the attribute to a report. EnterSupport group 1 and 2.
- When you are finished, clickSave.
- In theMetricspanel, clickAdd.
- From the list of metrics, chooseTickets>Tickets,然后单击Apply.
- In theColumnspanel, clickAdd.
- From the list of attributes, chooseCalculated attributes>Support group 1 and 2(the attribute you just created), then clickApply.
In this case, you'll see the tickets in your grouped attribute against the total number of tickets in the entire support group.
Adding more advanced interactivity
To make this report more interactive, you can add advanced decompose options, so viewers can dig in and take a look at underlying Ticket Group performance.
This section contains the following topics:
Setting your decompose path
In Explore, viewers can use the Decompose interaction to slice specific data points by other attributes from your dataset. You can specify which attributes viewers can decompose on by applying settings inChart configuration>Decompose type. This recipe uses one of the available options calledDecompose path.
使你的用户能够分解路径start at the top and drill all the way down to the most granular level of detail. When looking at tickets by your custom group attribute you created above, you could setTicket groupas well asAssigneeas your decompose path to view the number of assignees in the different customer support group teams.
Decomposing your results
After you’ve saved your Decompose path, you can go ahead and decompose your data. To use decompose, click any of your columns or other data points visualizations for your chart type, then selectDecompose.
This is one example of the many ways that advanced grouping and decompose options can help streamline your reporting. SeeOrganizing values by groups and setandInteracting with reportsfor more information on using these features.
1 Comments
Hello! I have created a group for customer types on organization ID and I've set it so that any org ID without a grouping has a separate name.
Now I am trying to add graphs that show metrics for each of the three groups. Before I added a third grouping, everything was working as I'd expect it to. However, once I added the new group, it doesn't come up in the graph unless I filter on it specifically. I want to see all groups in a single graph. I can only see the main group + 'anything else' group together.
Pleasesign into leave a comment.