Reporting with custom fields

<p id="docs-hc-snippet" style="display: none;">You can add custom fields to your Zendesk Support tickets to enable you to collect information that's not collected by default. For example, you could add a drop-down list to tickets that enables the requester of the ticket to choose their office location.</p>
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<p id="docs-ai-summary-content">Enhance your reports by adding custom fields to tickets, allowing you to collect specific information. These fields sync with Explore every hour, enabling you to track and analyze data like office locations or user details. Use custom fields to create detailed reports, helping you understand trends and improve support operations. Be mindful of field names and dynamic content to ensure accurate reporting.</p>
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<div class="body">
<p class="p">You can add custom fields to your Zendesk Support tickets to enable you to collect
information that's not collected by default. For example, you could add a drop-down list
to tickets that enables the requester of the ticket to choose their office location. </p>
<p class="p">When your data is next synchronized with Explore, custom fields are also synchronized and
can be used in your reports. This synchronization occurs every hour. Explore
synchronizes ticket, user, and organization custom fields from Support.</p>
<p class="p">For details about how to create and use custom fields in Support, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408883152794-Adding-custom-fields-to-your-tickets-and-support-request-forms" target="_blank">Adding custom fields to your tickets and support
request forms</a>.</p>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="Explore_custom_fields__ul_ip1_qww_23b">
<li class="li"><a class="xref" href="#topic_glv_tww_23b">How custom fields synchronize with Explore</a></li>
<li class="li"><a class="xref" href="#topic_d2z_rxw_23b">Finding custom fields in Explore</a></li>
<li class="li"><a class="xref" href="#topic_tzq_zcs_4gb">Custom fields example</a></li>
<li class="li"><a class="xref" href="#topic_fpf_h1x_23b">Tips for using custom fields in Explore</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_glv_tww_23b">
<h2 class="title topictitle2" id="ariaid-title2">How custom fields synchronize with Explore</h2>
<div class="body">
<p class="p">When you create, edit, delete, or reactivate custom fields in Zendesk Support, the
following happens in Explore:</p>
<ul class="ul" id="topic_glv_tww_23b__ul_bgw_1xw_23b">
<li class="li">When a custom field is created or reactivated in Support, a corresponding metric
or attribute is created in Explore at the next data sync (which can take between
1-2 hours). The custom field values must have been used in tickets, users, or
organizations for them to appear under the corresponding metric or attribute in
Explore.</li>
<li class="li">When a custom field title or value is updated in Support, the metric or
attribute title or value is updated in Explore.</li>
<li class="li">When a custom field is deactivated in Support, the corresponding metric or
attribute will no longer appear in new Explore reports, but will continue to
display on existing reports where it was used.</li>
<li class="li">When multiple custom fields share the same name, issues can occur. If a shared
field name is used in a formula, Explore's formula editor always resolves that
field as the custom field with that name that was created first. This means you
can't create formulas with a custom field that shares the same name as another
custom field and was created after the first one. If you have multiple custom
fields with the same name, deactivate and delete the one that
isn't needed, or rename it.</li>
<li class="li">If a custom field <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408883892762" target="_blank">uses dynamic content</a>, updates to the
dynamic content itself don’t automatically sync with Explore. If you update
dynamic content, you must also update the custom field that uses that content so
that Explore pulls in the updated data. To trigger an update to the custom
field, you can add a space to the field name, click Save, and then immediately
remove the space and save again. </li>
<li class="li">Explore uses the default Zendesk account language for the dynamic content used
in custom fields. This means that the field values are shown in the same
language for all Explore users. The default language is synced by Explore during
the latest field update. If the default language is updated, the custom field
that uses dynamic content also needs to be updated to propagate the new default
language to Explore custom field attributes. </li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_d2z_rxw_23b">
<h2 class="title topictitle2" id="ariaid-title3">Finding custom fields in Explore</h2>
<div class="body">
<p class="p" dir="ltr">All ticket, user, organization, contact, lead, and deal custom fields are
synced with Explore and automatically placed in the corresponding attribute or
metric folders of the datasets. From there they can be selected and used on the
reports or dashboards. </p>
<p class="p" dir="ltr">Only the latest field value is recorded in the standard Explore metrics and
attributes. In the <strong class="ph b">Updates history</strong> dataset, you can track updates to the
fields by using the <strong class="ph b">Changes</strong> attributes. For details, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408827693594-Metrics-and-attributes-for-Zendesk-Support#topic_zdl_flq_4y" target="_blank">Metrics and attributes for Zendesk
Support</a>.</p>
<div class="p" dir="ltr">
<div class="note note">
<span class="notetitle">Note:</span> The Support - Backlog history and Support - Group SLAs datasets do not contain
custom fields.</div>
</div>
<p class="p">Use the tables below to help you understand where to find your custom fields in
Explore.</p>
<p class="p">Remember to double-check which Explore folder you're selecting the metric or
attribute from. For example, you might see the same field name under both <strong class="ph b">Ticket
custom fields</strong> and <strong class="ph b">Requester/user custom fields</strong>, and the value might
vary depending on which you select.</p>
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_d2z_rxw_23b__table_dmx_rjx_23b" rules="all" summary="">
<caption><span class="tablecap"><span class="table--title-label">Table 1. </span>For Zendesk Support</span></caption>
<colgroup>
<col style="width:33.33333333333333%">
<col style="width:33.33333333333333%">
<col style="width:33.33333333333333%">
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry cellrowborder" id="d52e164" style="vertical-align:top;">Field type</th>
<th class="entry cellrowborder" id="d52e167" style="vertical-align:top;">Object type in Explore</th>
<th class="entry cellrowborder" id="d52e170" style="vertical-align:top;">Explore folder</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d52e164" style="vertical-align:top;">
<p class="p">Drop-down</p>
<p class="p">Multi-select</p>
<p class="p">Text (single line)</p>
<p class="p">Multi-line</p>
<p class="p">Checkbox</p>
<p class="p">Credit card</p>
<p class="p">Regex</p>
</td>
<td class="entry cellrowborder" headers="d52e167" style="vertical-align:top;">
<p class="p">Attribute</p>
</td>
<td class="entry cellrowborder" headers="d52e170" style="vertical-align:top;">
<p class="p">Ticket custom fields</p>
<p class="p" dir="ltr">Requester/User custom fields</p>
<p class="p">Requester/User organization custom fields</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d52e164" style="vertical-align:top;">
<p class="p">Date</p>
</td>
<td class="entry cellrowborder" headers="d52e167" style="vertical-align:top;">
<p class="p">Attribute</p>
</td>
<td class="entry cellrowborder" headers="d52e170" style="vertical-align:top;">
<p class="p">Each date attribute is represented by multiple time dimensions
placed in the attribute’s individual folder</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d52e164" style="vertical-align:top;">
<p class="p">Numeric</p>
<p class="p">Decimal</p>
</td>
<td class="entry cellrowborder" headers="d52e167" style="vertical-align:top;">
<p class="p">Metric</p>
</td>
<td class="entry cellrowborder" headers="d52e170" style="vertical-align:top;">
<p class="p">Numeric custom fields</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d52e164" style="vertical-align:top;">Lookup relationship<p class="p">This applies only to lookup relationship
fields that are present on standard objects, including tickets,
users, and organizations. Lookup relationship fields present on
custom objects cannot be reported on. However, for lookup
relationship fields present on a standard object that link to a
custom object, Explore can return the ID and name of the custom
object.</p>
</td>
<td class="entry cellrowborder" headers="d52e167" style="vertical-align:top;">
<p class="p">Attribute</p>
<p class="p">Relationship lookup data is available only from April 6, 2023
onward. Relationship lookup data related to custom objects is
available only from September 18, 2023 onward.</p>
<p class="p">For lookup fields with a related object of User, if a user has no
tickets (as either a Requester or Submitter), then that user
record isn't returned in Explore.</p>
<p class="p">For more information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4591924111770" target="_blank">Using lookup relationship
fields</a>.</p>
</td>
<td class="entry cellrowborder" headers="d52e170" style="vertical-align:top;">Ticket custom fields<p class="p">Requester/User custom
fields</p>
<p class="p">Requester/User organization custom fields</p>
<p class="p">The
attribute names of lookup fields with a related object of Ticket
are appended with " - id". The attribute names of lookup fields
with a related object of User or Organization are appended with
either " - id" or " - name".</p>
<p class="p">Additionally, if an " - id"
field is related to a custom object, you can click the
attribute’s value in a report and select <strong class="ph b">Open link</strong> to see
the custom object record. For details, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4591924111770#topic_lzc_235_z5b" target="_blank">Viewing lookup
relationships</a>.</p>
</td>
</tr>
</tbody>
</table>
</div>
<div class="p">
<div class="note note">
<span class="notetitle">Note:</span> If you've set up <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838309530-Managing-users-in-multiple-organizations-Professional-and-Enterprise-#topic_spj_srp_dp" target="_blank">multiple organizations for users</a>,
Explore will always report custom field information from the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838309530-Managing-users-in-multiple-organizations-Professional-and-Enterprise-#topic_cjl_trp_dp" target="_blank">default organization</a>. This means that
any additional organizations added will report incorrect information.</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_tzq_zcs_4gb">
<h2 class="title topictitle2" id="ariaid-title4">Custom fields example</h2>
<div class="body">
<p class="p">In this example, you'll create a custom field containing a drop-down list that lets
agents add the requesters office floor to a ticket. You'll then synchronize this
with Explore and finally, create a simple report showing tickets associated with
each office floor. You must be a Support administrator to add the custom field.</p>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested2" id="topic_vmj_4ds_4gb">
<h3 class="title topictitle3" id="ariaid-title5">Create the custom field in Support</h3>
<div class="body">
<p class="p">Perform the following actions in Zendesk Support.</p>
<ol class="ol" id="topic_vmj_4ds_4gb__ol_rxs_yds_4gb">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_vmj_4ds_4gb__d8e1578" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_objects_rules_icon.png">
<strong class="ph b">Objects and rules</strong> in the sidebar, then select <strong class="ph b">Tickets &gt; Fields</strong>.</span></li>
<li class="li">Click the <strong class="ph b">Add field</strong> button.</li>
<li class="li">Click <strong class="ph b">New Field</strong> at the top of the page, and enter a title for the
field, in this case <strong class="ph b">Office location</strong>.</li>
<li class="li">From the list of field types, click <strong class="ph b">Drop-down</strong>.<p class="p"><img class="image img-screenshot" id="topic_vmj_4ds_4gb__image_xmj_k2s_4gb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_custom_fields1.png" width="400"></p>
</li>
<li class="li">In the properties for the list, enter a title for the list, an optional
description, and configure permissions as to who can set values for this
field.<p class="p">For detailed information about the options on this page, see
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408883152794-Adding-custom-fields-to-your-tickets-and-support-request-forms" target="_blank">Adding custom fields to your tickets
and support request forms</a>.</p>
</li>
<li class="li">In the <strong class="ph b">Field values</strong> section, enter each line of the list. For this
example, enter <strong class="ph b">1st Floor</strong>, <strong class="ph b">2nd Floor</strong>, <strong class="ph b">3rd Floor</strong>, <strong class="ph b">4th
Floor</strong>, and <strong class="ph b">5th Floor</strong>.<p class="p"><img class="image img-screenshot" id="topic_vmj_4ds_4gb__image_mrz_cfs_4gb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_custom_fields2.png" width="500"></p>
</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
<li class="li">Add the custom field to the ticket forms you want to use it with. For help,
see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408883152794-Adding-custom-fields-to-your-tickets-and-support-request-forms" target="_blank">Adding custom fields to your tickets and
support request forms</a>.</li>
</ol>
<p class="p">The new custom field is now available in your Support tickets. Before you move
on, create a few tickets using this new field, or update the field on some
existing tickets.</p>
<p class="p"><img class="image img-screenshot" id="topic_vmj_4ds_4gb__image_fcz_4fs_4gb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_custom_fields3.png"></p>
<div class="p">
<div class="note tip">
<span class="tiptitle">Tip:</span> You might need to refresh your browser window before you see
the new field.</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested2" id="topic_cnj_pds_4gb">
<h3 class="title topictitle3" id="ariaid-title6">Create the Explore report</h3>
<div class="body">
<p class="p">Perform the following actions in Zendesk Explore after your data has
synchronized. Synchronization takes place once every hour.</p>
<ol class="ol" id="topic_cnj_pds_4gb__ol_qgm_yds_4gb">
<li class="li">In Explore, create a new report using the <strong class="ph b">Support: Tickets</strong> dataset.
For more help, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821589530-Creating-queries" target="_blank">Creating reports</a>. </li>
<li class="li">In the <strong class="ph b">Metrics</strong> panel, add the <strong class="ph b">Tickets</strong> metric.</li>
<li class="li">In the <strong class="ph b">Rows</strong> panel, expand <strong class="ph b">Ticket custom fields</strong>, and then click
<strong class="ph b">Office location</strong>. It might take a few seconds to display the
custom field.<div class="p">
<div class="note tip">
<span class="tiptitle">Tip:</span> To find custom fields for users, expand <strong class="ph b">User custom
fields</strong> and for organizations, expand <strong class="ph b">Organization custom
fields</strong>.</div>
</div>
</li>
<li class="li">Explore generates the report in a table similar to the following:<p class="p"><img class="image img-screenshot" id="topic_cnj_pds_4gb__image_kps_m1t_4gb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_custom_fields5.png" width="400"></p>
<div class="p">
<div class="note tip">
<span class="tiptitle">Tip:</span> Previously, Explore displayed custom field values as a tag instead of the actual
value. If you have report filters, calculated metrics, or calculated
attributes that reference the tag values, update these with the new
custom field value to ensure they continue to work correctly.</div>
</div>
</li>
<li class="li">Give the report a name, and then save it.</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested1" id="topic_fpf_h1x_23b">
<h2 class="title topictitle2" id="ariaid-title7">Tips for using custom fields in Explore</h2>
<div class="body">
<p class="p">Use the tips in the following table to help you understand how custom fields work in
Explore and how you can get the best from them:</p>
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_fpf_h1x_23b__table_bjf_gjx_23b" rules="all" summary="">
<colgroup>
<col style="width:33.33333333333333%">
<col style="width:33.33333333333333%">
<col style="width:33.33333333333333%">
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry cellrowborder" id="d52e548" style="vertical-align:top;">Field type (from Zendesk Support)</th>
<th class="entry cellrowborder" id="d52e551" style="vertical-align:top;">Values</th>
<th class="entry cellrowborder" id="d52e554" style="vertical-align:top;">Usage</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d52e548" style="vertical-align:top;">
<p class="p">Drop-down</p>
<p class="p">Multi-select</p>
</td>
<td class="entry cellrowborder" headers="d52e551" style="vertical-align:top;">
<p class="p">Agents or end-users select values from drop-down and multi-select
fields. These values appear in Explore as they are recorded in
the Support UI.</p>
<p class="p">However, if a value is later deleted from the field in Support,
its tag will be displayed in Explore instead of the actual
value.</p>
</td>
<td class="entry cellrowborder" headers="d52e554" style="vertical-align:top;">
<p class="p">The drop-down field is commonly used to track information about
the user or their request. Some common examples are category,
issue type, region, plan, etc. Drop-down fields work in a
similar way to built-in Support fields like <strong class="ph b">Type</strong> or
<strong class="ph b">Priority</strong>.</p>
<p class="p">Use the multi-select field when multiple values are required. For
example, you could record multiple product areas, services
provided, or areas of interest. Use this field type when a
drop-down field cannot be used as an alternative. Reporting on
this field type is more complex than reporting for a drop-down
field. For example, while you can use the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408834558746-Explore-functions-reference#topic_l1t_plf_dhb" target="_blank">CONTAINS</a> or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408834558746-Explore-functions-reference#topic_i1d_vlf_dhb" target="_blank">REGEX_MATCH</a> function
to create a custom attribute for multi-select field values, you
cannot create an attribute that simultaneously includes one
value while excluding another.</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d52e548" style="vertical-align:top;">
<p class="p">Checkbox</p>
</td>
<td class="entry cellrowborder" headers="d52e551" style="vertical-align:top;">
<p class="p">Checkbox fields have three values: </p>
<ul class="ul" id="topic_fpf_h1x_23b__ul_ntc_kz4_1xb">
<li class="li">
<strong class="ph b">True</strong> if the box is checked</li>
<li class="li">
<strong class="ph b">False</strong> if the box is not checked</li>
<li class="li">
<strong class="ph b">NULL</strong> if the ticket was closed before the checkbox was
created (for ticket custom fields), or if the user or
organization was created before the checkbox was created
(for requester/user organization custom fields)</li>
</ul>
</td>
<td class="entry cellrowborder" headers="d52e554" style="vertical-align:top;">
<p class="p">The checkbox is the simplest field type to use and is commonly
applied as a report filter. Examples: Submitted for review,
Serviced, Completed.</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d52e548" style="vertical-align:top;">
<p class="p">Text (single line)</p>
<p class="p">Multi-line</p>
</td>
<td class="entry cellrowborder" headers="d52e551" style="vertical-align:top;">
<p class="p">Text field values are manually typed in by agents or end users,
meaning the field might contain a large number of values.
Additionally, the values entered might be inconsistent or
contain spelling mistakes.</p>
</td>
<td class="entry cellrowborder" headers="d52e554" style="vertical-align:top;">
<p class="p">Normally, text fields are used as notes to record additional
unstructured data. This makes them less useful for reporting
purposes. However, they can still be added to table reports to
provide context about tickets or users.</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d52e548" style="vertical-align:top;">
<p class="p">Credit card</p>
<p class="p">Regex</p>
</td>
<td class="entry cellrowborder" headers="d52e551" style="vertical-align:top;">
<p class="p">Values for these fields are also manually typed in by agents or
end users, but the format is controlled by the credit card
number format or custom regular expression.</p>
</td>
<td class="entry cellrowborder" headers="d52e554" style="vertical-align:top;">
<p class="p">Because these fields provide a more structured way of recording
data, they can be more useful for reporting purposes than
standard text fields.</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d52e548" style="vertical-align:top;">
<p class="p">Date</p>
</td>
<td class="entry cellrowborder" headers="d52e551" style="vertical-align:top;">
<p class="p">Each date attribute is represented by multiple time dimensions
like Date, Month, Year, etc.</p>
</td>
<td class="entry cellrowborder" headers="d52e554" style="vertical-align:top;">
<p class="p">Enables you to record dates or deadlines, like date of birth,
project end date, and booking date. They can be used in reports,
dashboard filters or calculated metrics in the same way as any
built-in time attributes.</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d52e548" style="vertical-align:top;">
<p class="p">Numeric</p>
<p class="p">Decimal</p>
</td>
<td class="entry cellrowborder" headers="d52e551" style="vertical-align:top;">
<p class="p">Numeric and decimal fields allow storing numeric values that can
be computed in the same way as any other metric using the
available Explore aggregators.</p>
</td>
<td class="entry cellrowborder" headers="d52e554" style="vertical-align:top;">
<p class="p">These fields are similar to the system metrics, like Agent
Replies or Resolution Time. Examples you could use are revenue,
project length, or area in square meters.</p>
</td>
</tr>
</tbody>
</table>
</div>
<div class="p">
<div class="note note">
<span class="notetitle">Note:</span> The maximum length of a custom field is 65,535 characters after encoding.</div>
</div>
</div>
</div>
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