So I’ve yet to see a good answer for this.
Let’s say I create a dependent field inside one of my tickets. I have level 1, 2 and 3. And let’s say for the sake of the argument that’s the common name I give those fields, what shows up in Analytics.
So, I dump my tickets. I think I can group by the first two and get a result like from a pivot table. But the support desk says that’s not how the group by works and I can confirm that because the results I get are utterly crazy and does not represent what’s in the data.
The workaround I was given was to make a new widget for each option in level 1. So if there’s options 1 to 3, I need widgets labeled option 1, 2 and 3. I can then pull tickets in there and have them group by level 2. How to report on level 3? Don’t bother. You would have to go even further down the rabbit hole with more widgets to make that happen.
This really seems like a terrible answer and that there should be a better solution for reporting on dependent fields. But every time I’ve asked support reps I’ve talked to I’ve never gotten a good answer.
Am I just missing something or is there not yet a good way to report on these fields?
Note: As a last ditch effort I can make a widget pull all the data I need into Excel and run a pivot table that way but that’s hardly ideal. I would like to be able to do it in the native reporting interface so I have a nice report to distribute by email.
Anyone have any ideas? Thanks!