Understanding the SWITCH Function in Zendesk Explore
What is the SWITCH function in Zendesk Explore?
The SWITCH function in Zendesk Explore allows you to create multiple conditional expressions in your formulas. Instead of using nested IF THEN ELSE functions, SWITCH provides a more streamlined approach. It tests if specific case values exist within a tested element, which can be a metric, attribute, or calculation. If a case value exists, the corresponding return value is displayed; otherwise, a default value is shown. If no default is provided, 'NULL' is returned. This function is particularly useful for inserting metrics like targets and goals into datasets for further analysis or visualization.
For more detailed information, you can refer to the originalZendesk help article.
More related questions
How do I use the SWITCH function to insert numbers into my data?
To use the SWITCH function for inserting numbers into your data, start by opening a new report using the Support: Tickets dataset. In the calculations menu, click on Standard calculated metric and name your metric. Add the SWITCH function and…
Can the SWITCH function in Zendesk Explore support wildcards?
The SWITCH function in Zendesk Explore does not support wildcards directly. If you need to group various organizations with similar prefixes, consider using a nested IF/THEN statement combined with the STARTSWITH text function. This approach allows…
What happens if a case value doesn't exist in the SWITCH function?
If a case value doesn't exist in the SWITCH function and no default value is provided, the function will return 'NULL'. This ensures that your formula doesn't break and provides a clear indication that the tested case value wasn't found. It's a…
How can I write a case for 'null' or '0' in the SWITCH function?
Writing a case for 'null' or '0' in the SWITCH function can be tricky. While the documentation doesn't provide explicit instructions for these cases, you can handle them by ensuring your tested element and case values are correctly defined. If you…
Interested indeflectingover 70% of your Zendesk support tickets?
Zendesk Support Tickets
Zendesk Messaging (live chat)
Join1,000+ companies reducing their support costs and freeing up support agents for more important work
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
Reduce support costs.Spend more time on customer success.
