Second Categories Combined - Zendesk Explore Calculated Attribute
Second Categories Combined
Support - TicketsCalculated Attribute
Merges multiple second-level conditional ticket field values into a single attribute, allowing consistent reporting across detailed categories.
Business value & use cases
Combines detailed conditional ticket field values into one dimension so teams can track all contact reasons without splitting by parent field. Supports consistent dashboards, simplifies lifecycle analysis across categories, and surfaces the drivers of support demand at the most granular level.
Dataset and dependencies
- Dataset: Support - Tickets
- Type: Calculated Attribute
- Dependencies: None (standalone attribute)
The code
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Implementation steps
- Go to Explore > Report Builder > Support - Tickets Dataset > Start Report.
- Select the Calculator icon for Calculations.
- Choose Standard calculated attribute.
- Paste in the code above.
- Edit the Ticket Field names to match your Custom Ticket Field Names. Hint: if uncertain, use the "Select a Field" drop-down below the code entry box.
- Validate and save.
- Add the attribute to your reports to view all second-level categories in one field.
Validation tips
- Spot-check tickets from different parent fields to confirm their second-level values appear correctly.
- Ensure only second-level ticket fields are included, not top-level parent fields.
- Confirm every relevant conditional field is covered by the formula.
- Compare reports that use the parent field with reports using the combined attribute to verify consistency.
Caveats and considerations
Update the formula whenever new conditional ticket fields are introduced and keep naming conventions consistent because the attribute displays values exactly as stored. Use this combined attribute as the default reason dimension, and consider displaying the parent field above it in reports when you want extra context.
Example chart
Example report listing all merged second-level categories alongside volume metrics
Related metrics / attributes
[Tickets Solved in Less than 20 Minutes
Support - TicketsCalculated Metric
Counts tickets that were fully resolved within 20 minutes, measured in business hours.
[True One-touch Talk Tickets
Support - TicketsCalculated Metric
Counts Talk tickets solved without requiring a follow-up reply via webform.
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