Populating Problem Ticket Subject in Explore

I was able to get the subject to populate with a custom attribute:

IF ([Ticket type - Unsorted] = "Problem") THEN [Ticket subject]
ENDIF

However, I can't get this attribute and the Problem ID to populate at the same time

Hi Daniel, 

I need to be able to create a report with the # of incidents tied to the Problem Ticket Subject. 

Because of this, using COUNT(Tickets) doesn't work, because it will only pull in the count of the problem ticket. Using Count(incidents) doesn't allow me to pull the problem subject, only the ID. 

We need this to be able to track the feature requests we receive, and understand the number of customer requests we're receiving tied to each. We use the Problem Subject ID to provide the detail of the request. Sure, we can setup fields to track related by product and we do, but we need specific details about the request that we include in the subject line and not just the product its related to. 

Is there anyway at all to associate the number of incidents w/ the problem subject line?

Hi Thibaut, 

This shouldn't require assuming into our account, as it can easily be replicated with any setup in a test Explore environment. It is not specific to our setup, and we cannot provide access due to protected health information within our Zendesk. 

It should be simple enough to recreate this in a test environment of your own. All you need is a Problem ticket with some linked incidents. We need to be able to find a way to report the incident count next to the Problem ticket Subject. 

Please let me know if this is possible. 

Hi Thibaut, 

Can I expect an answer on this anytime soon?

Hi-

We're trying to do the same thing. Is there any way to sub in the name for the ID?

Same issue- trying to put together a list of problems with number of incidents, but want to display the subject of the problem, not the ID number.

Hello! I figured out a solution to this problem. The key is to set the metric to Problems, and then use your create metric to get the metric subject name. Here is a screenshot of it working as well as the custom subject name. If you want to get incidents you will need to do a separate table all together.

Hi @Kelly-Anne Richardson

I appreciate the assistance, but that is not a solution to this issue. 

You don't actually need a custom attribute at all if you want to get the Problem ticket subject name - you can just filter by ticket type and use the regular Subject attribute when using the regular Count(tickets) metric. 

The primary issue here is that Explore has disconnected Problems from their incidents - mainly, because the only thing that ties an incident to a problem is the Linked Problem Ticket field, and while that is reportable, no details related to the problem are returned in any scenario -- all details will be tied to the incident itself. 

I just wanted to call this out because it is not a solution, and frankly Zendesk needs to respond to this issue as it's a significant oversight that prevents seamless reporting on problems and incidents. 

Hi Kelly-Anne- Thanks so much for jumping in!

Unfortunately, Kate is right. We're trying to show the name of the problem ticket *that's tied to an incident*. Or, more specifically:

1) The problem ticket subject and then the number of incidents tied to it, or;

2) The problem ticket subject and then a list of incidents linked to it.

A HUGE plus would be clickable links... but that may be too much to ask. ;)

Ah I see, sorry I read that initial problem wrong. I do have a "solution" to this but its INCREDIBLY hackey and what Zendesk Support told me to do. However, I do want to post it regardless for someone else who is reading this and needs this data TODAY for whatever reason. I absolutely agree Zendesk needs to address it and create a better solution because frankly its' rather silly I have to do this. This will only work if you are using this data outside of Zendesk Explore (unless there is a way to merge tables after they are already created that I am unaware of). For example I was using this data in a power point presentation.


Here is the hack: I created two separate tables and then externally (after an export) in excel used xlookup to merge the tables on the ticket ids.

Here is a screenshot of how to make the first table. 

here is a screenshot of how to make the second table.