Combine Channels in Zendesk Explore
How can I combine two channels into one in Zendesk Explore?
To combine two channels into one in Zendesk Explore, you can create a group attribute. For example, if you want to treat 'Web' and 'Email' as the same channel, you can create a custom group attribute based on your ticket channels. This allows you to aggregate results from these channels into a single attribute value.
This method simplifies your reporting by reducing the number of channels you need to manage, making it easier to analyze data across similar channels.
More related questions
How can I join attributes in Zendesk Explore?
Joining attributes in Zendesk Explore is a straightforward process that can enhance your reports. You can combine multiple attributes into one calculated attribute using a simple formula. For example, to join two attributes, you can use a formula…
What are some examples of joined attributes in Zendesk Explore?
Zendesk Explore offers several examples of how joined attributes can be used to enhance your reports. For instance, you can join the 'Day of week' and 'Hour' attributes to filter reports by business hours using the formula `[Ticket created - Day of…
How do I create a combined attribute for custom fields in Zendesk Explore?
Creating a combined attribute for custom fields in Zendesk Explore can be done using conditional logic. If you have custom drop-down fields like 'Category' and 'Subcategory', you can use the IF THEN ELSE function to join them based on specific…
Can I format joined attributes to display dates in a specific format?
Yes, you can format joined attributes in Zendesk Explore to display dates in a specific format. For instance, if you want to display a date as '2020-09', you can use the formula `[Ticket solved - Year] + "-" + DATE_FORMAT([Ticket solved -…
Is it possible to escape double quotes in text strings in Zendesk Explore?
Unfortunately, Zendesk Explore does not support escaping double quotes in text strings directly. This can be challenging when trying to create hyperlinks or other text strings that require double quotes. In Explore, the function LINK is used…
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