Explore recipe: Creating advanced groups

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<p class="title topictitle2" id="ariaid-title2">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, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836227866-Organizing-values-by-groups-and-sets" rel="noopener" style="background-color: #ffffff; font-family: -apple-system, BlinkMacSystemFont, 'Segoe UI', Helvetica, Arial, sans-serif; font-size: 15px;" target="_blank">Organizing values by groups and set</a><span style="font-family: -apple-system, BlinkMacSystemFont, 'Segoe UI', Helvetica, Arial, sans-serif; font-size: 15px;">.</span></p>
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<p class="p">In this recipe, you have two ticket groups, <strong class="ph b">Support Group 1</strong>, and <strong class="ph b">Support Group 2</strong>. Using an attribute group, you'll configure a group named <strong class="ph b">Support Group 1 and 2</strong> that contains all member of both ticket groups.</p>
<p class="p"><strong class="ph b">To create custom groups from your Zendesk Support groups</strong></p>
<ol class="ol" id="topic_o5y_zh3_qfb__ol_hwh_c33_qfb">
<li class="li" dir="ltr">In Explore, click the reports (<img alt="" class="image" height="16" id="topic_acg_vsz_4fb__image_vjv_crx_4fb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_query_icon.png" width="16">) icon.</li>
<li class="li" dir="ltr">In the Reports library, click<span> </span><strong class="ph b">New report</strong>.</li>
<li class="li" dir="ltr">On the<span> </span><strong>Select</strong><strong class="ph b"> a dataset</strong><span> </span>page, choose the dataset containing the ticket data you'll need to build the report; in this case,<span> </span><strong class="ph b">Support - Tickets</strong>, then click <strong class="ph b">Start report</strong>. The report builder opens.</li>
<li class="li">From the <strong class="ph b">Calculations</strong> menu (<img alt="" class="image" height="16" id="topic_o5y_zh3_qfb__image_iwh_c33_qfb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_calculations.png" width="16">), click <strong class="ph b">Group</strong>.</li>
<li class="li">On the <strong>Group</strong> page, choose the <strong class="ph b">Ticket group </strong>attribute from the <strong class="ph b">Computed from </strong>drop-down list. The <strong class="ph b">Ticket group</strong> attribute contains your different Zendesk Support groups.</li>
<li class="li">Click <strong class="ph b">Support Group 1</strong>, and then click <strong class="ph b">+</strong>.</li>
<li class="li">Click <strong class="ph b">Support Group 2</strong>, and then click <strong class="ph b">the right arrow</strong>.</li>
<li class="li">Click the group name and rename it to <strong class="ph b">Support Group 1 and 2</strong>.</li>
<li class="li">In the <strong class="ph b">Attribute name</strong> box, provide a name for the attribute. This is the name that you will choose when you add the attribute to a report. Enter <strong class="ph b">Support group 1 and 2</strong>.
<p class="p"><img alt="" class="image img-screenshot" id="topic_o5y_zh3_qfb__image_jqp_2xd_rfb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_recipe_56.png"></p>
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<li class="li">When you are finished, click <strong class="ph b">Save</strong>.</li>
<li class="li">In the <strong>Metrics</strong> panel, click <strong>Add</strong>.</li>
<li class="li">From the list of metrics, choose <strong>Tickets</strong> &gt; <strong>Tickets</strong>, then click <strong>Apply</strong>.</li>
<li class="li">In the <strong>Columns</strong> panel, click <strong>Add</strong>.</li>
<li class="li">From the list of attributes, choose <strong>Calculated attributes</strong> &gt; <strong>Support group 1 and 2</strong> (the attribute you just created), then click <strong>Apply</strong>.</li>
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<p class="p">In this case, you'll see the tickets in your grouped attribute against the total number of tickets in the entire support group.</p>
<p class="p"><img alt="" class="image img-screenshot" id="topic_o5y_zh3_qfb__image_uvk_fzd_rfb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_recipe_57.png" width="850"></p>
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<h2 class="title topictitle2" id="ariaid-title3">Adding more advanced interactivity</h2>
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<p class="p">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.</p>
<p class="p">This section contains the following topics:</p>
<ul class="ul" id="topic_omg_133_qfb__ul_h5c_d33_qfb">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408820593818-Recipe-Creating-advanced-groups#Setting" rel="noopener" target="_blank">Setting your decompose Path</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408820593818-Recipe-Creating-advanced-groups#Decomposing" rel="noopener" target="_blank">Decomposing your results</a></li>
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<h3 class="title sectiontitle">Setting your decompose path</h3>
<p class="p">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 in <strong class="ph b">Chart configuration</strong> &gt;<strong class="ph b"> Decompose type</strong>. This recipe uses one of the available options called <em class="ph i">Decompose path</em>.</p>
<p class="p"><img alt="" class="image img-screenshot" id="topic_omg_133_qfb__image_ubn_xzd_rfb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_recipe_58.png"></p>
<p class="p">Decompose path enables your users to 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 set <strong class="ph b">Ticket group</strong> as well as <strong class="ph b">Assignee</strong> as your decompose path to view the number of assignees in the different customer support group teams.</p>
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<h3 class="title sectiontitle">Decomposing your results</h3>
<p class="p">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 select <strong class="ph b">Decompose</strong>.</p>
<p class="p">This is one example of the many ways that advanced grouping and decompose options can help streamline your reporting. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836227866-Organizing-values-by-groups-and-sets" rel="noopener" target="_blank">Organizing values by groups and set</a> and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408829009818-Interacting-with-queries" rel="noopener" target="_blank">Interacting with reports</a> for more information on using these features.</p>
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