How to Report with Custom Fields - Frequently asked questions
Frequently asked questions
How do custom fields synchronize with Zendesk Explore?
Custom fields in Zendesk Support synchronize with Explore every hour. When you create, edit, delete, or reactivate custom fields in Support, these changes are reflected in Explore during the next data sync. For instance, when a custom field is…
Where can I find custom fields in Zendesk Explore?
Custom fields in Zendesk Explore are organized into specific folders based on their type. Ticket, user, and organization custom fields are placed in the corresponding attribute or metric folders of the datasets. For example, drop-down,…
What happens if I delete a custom field in Zendesk Support?
If you delete a custom field in Zendesk Support without deactivating it first, it won't be removed from Explore. Instead, the tag associated with the deleted field will appear in Explore reports. For example, if a custom field value named 'VIP…
How can I use custom fields in Zendesk Explore reports?
Custom fields can be used in Zendesk Explore reports by selecting them from the appropriate attribute or metric folders. You can create reports using these fields to track various data points. For example, you can create a report showing tickets…
What are some tips for using custom fields in Zendesk Explore?
To get the most out of custom fields in Zendesk Explore, consider the field type and how it will be used in reports. Drop-down fields are great for tracking user information, while multi-select fields are useful when multiple values are needed….
Can I report on custom organization fields in Zendesk Explore?
While you can report on some organization fields in Zendesk Explore, custom organization fields are not available for reporting. You can report on standard fields like Organization name, ID, and status. If you need to report on custom organization…
How do I handle multiple custom fields with the same name in Zendesk Explore?
If you have multiple custom fields with the same name in Zendesk Explore, it can cause issues, especially when creating formulas. Explore's formula editor resolves the field as the one created first. To avoid this, deactivate and delete the…
How can I update dynamic content in custom fields for Zendesk Explore?
To update dynamic content in custom fields for Zendesk Explore, you need to manually trigger an update. Simply add a space to the field name, save it, then remove the space and save again. This process ensures that Explore pulls in the updated…
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
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