Zendesk advanced settings
If you have larger number of Zendesk tickets then it is better to import calculated custom fields and not to create calculated members with complex MDX formulas. Calculated custom fields are pre-calculated just once during Zendesk import and then saved in the flex.bi database and then flex.bi queries will perform much faster using pre-calculated data.
Define calculated custom field in Zendesk import advanced settings
In eayzBI Zendesk import options select Add advanced settings and enter the information about the additional custom field (see the example below):
- Use your own
customfield_NAMEcustom field name where
NAMEis some unique descriptive name of your additional calculated custom field.
- Add a
namesetting and specify a display name for this calculated custom field that will be visible in Zendesk import custom fields selection.
Here is an example of a calculated custom field "Tickets overdue" which will return 1 if the ticket has a due date and either resolution date is after the due date (for solved tickets) or the due date is in the past (for unsolved tickets). Add to the advanced settings:
Then import "Tickets overdue" custom field as a measure and flex.bi will create measures "Tickets overdue created", "Tickets overdue due" (total of unsolved tickets that are past their due date), "Tickets overdue resolved" (total of solved tickets that were late).
ticket.custom_fields is present as expected.