Can we use Custom Objects in Reporting

13 Comments

  • Bryan - Community Manager
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    Hi Mike,

    Figuring out how reporting fits into this new feature is being discussed. There have been no announcements made as to what that might look like and when, however. You could theoretically export the data into whatever tool you want, including Explore, but there are no native ways to do that yet.

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  • Phil Holcombe
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    Bryan, or others,

    Did the discussions come to a conclusion? The custom objects could be a great assistance to some development we're considering around Zendesk, but the ability to easily report on them would be important. Are the plans converging?

    It would even be good to know that nothing is coming soon, so we can consider alternatives ( either to using custom objects, or to reporting on custom objects ).

     

     

     

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  • Shannon Anahata
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    Hi Phil! We're just starting the kick-off conversations to have reporting in Explore. Nothing set for our roadmap, but we're hoping to have more to share in the second half of 2019. Would you mind sharing some examples of how you would like to use reporting for custom objects? 

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  • Phil Holcombe
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    Very briefly, we're considering using custom objects to store structures representing the specific tasks that our support engineers use to troubleshoot and respond to tickets. Happy to discuss more offline. 

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  • Norauto Argentina S.A
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    I am very disappointed with the way you have released Sunshine.
    The integration should contemplate that the dataset is available for data exploitation.
    Especially in a CRM!
    The options for reporting with sunshine are not worthy of a Zendesk product.
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  • Ozark Technologies
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    Hello @..., @... :

    Brian and Shannnon:  Happy 2020!

    We are so excited to be a new ZenDesk subscriber.  We have business requirements that appear to be a good fit for Sunshine.  However, we are unclear how to report on the data records we would store in Sunshine.  It looks like questions regarding data reporting/visualization of Sunshine custom object data records have been surfaced previously in this thread, from a few months ago.

    Any update?  Thank you in advance for your help!

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  • Bryan - Community Manager
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    Hi Ozark Technologies -- While not promising anything, there should be something sometime this year, but no promised ETA yet. This is an often requested item and is a priority.

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  • Ozark Technologies
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    Hi @...:

    Wow, thank you for the speedy response on here!

    So, if something were to come out this year - how would I ensure that I learn about it when it does?  Should I be subscribed somewhere/somehow?  Thank you in advance for your guidance.

    Also - if something were to come out - I am imagining that it may be accessed through Explore.  Am I off track in my thinking?  Thanks again, Bryan.

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  • Bryan - Community Manager
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    Generally, new features start in early-access/beta mode, which are announced and supported in this Sunshine Beta topic area: https://develop.zendesk.com/hc/en-us/community/topics/360001139753-Sunshine-Beta-Custom-Objects-v2-features -- I'd start following that topic, along with this topic area (Zendesk Develop > Community > Sunshine Custom Objects API) for announcements.

    There's also this general documentation reference area. While it doesn't have a change log that you can follow, I'd still manually scan it once in a while to keep up-to-date: https://developer.zendesk.com/rest_api/docs/sunshine/introduction

    And you're right, there will definitely be a Zendesk Explore tie-in to the reporting feature.

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  • Jon Simone
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    Is there an update on this? Technically, you can send Zendesk object information to custom fields (which you can report on) and then hide them from agents (or not if you trust your agents won't touch them) with something like Ticket Field Manager app but this seems messy. I am having trouble finding a way to hide user fields which would be really useful for this workaround. It would be nice to report directly from Sunshine so there isn't an additional API call. Hoping to figure this out. Thanks! 

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  • Eric Nelson
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    Hey Jon,

    You could write a small user sidebar app to hide these fields in the same way that the ticket field manager app does. Specifically you'd want to use userField.hide method.

    Have a wonderful day!

    Eric Nelson | Manager - Developer Advocacy

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  • Christoffer J.S.
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    Any news on the ability to report in Explore on Sunshine objects associated with each ticket? We already utilize hidden fields and report on those, but it has its limitations.

    For instance, we have a custom made app creating an "invoice" data structure stored as JSON in a hidden text field on each ticket, but if such a structure contains an unknown number invoice lines (from zero to many), it's impossible to create a "hidden fields" structure that accurately represents the invoice data for reporting.

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  • Eric Nelson
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    Hey Christoffer,

    I just heard back from product on this one. It sounds like there was some shift in priorities and is now looking to be addressed in Q1 -> Q2 of this year.

    Apologies for the inconvenience,

    Have a wonderful day!

    Eric Nelson | Manager - Developer Advocacy

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