Filter on Whether a Field Has a Value: "Any value" and Zendesk Field Excludes
Sometimes the question isn't which value a field has, but whether it has one at all: tickets with no special handling, tickets where an agent picked a product area. The Any value row answers that in one click, instead of ticking every value in the list. This article also covers the exclude filters for Zendesk dropdown and multiselect fields.
Use the "Any value" row
Any value is the first row in the values list of every ticket attribute and every Zendesk dropdown and multiselect ticket field in the filters lightbox. What it means depends on the filter it's in:
In the include filter (for example Product Area): keeps tickets where the field has any value.
In the exclude filter (for example Exclude Special Handling): keeps tickets where the field has no value.
Open the widget's filters, or your dashboard's filters.
Under Fields, pick the field, or its Exclude version.
Tick Any value, then click Apply & Save.
Any value replaces the individual values. Ticking it clears the values below it, and ticking a value clears Any value.
Searching the list never hides the Any value row.
In Saved Filters, the filter reads, for example, Exclude Special Handling (any value).
It's also faster than ticking every value, because Qvasa only has to check whether the field is set.
Exclude values of a Zendesk dropdown or multiselect field
Zendesk dropdown and multiselect ticket fields now have an Exclude filter beside the include one, for example Exclude Affected Platforms. Tick the values to leave out:
Dropdown field: drops tickets whose value is one of those ticked.
Multiselect field: drops a ticket that holds any of the ticked options, even if it holds others too. Tickets with nothing selected in the field stay.
What it looks like
The same Tickets Created quick stat, four ways, over the last 7 days:
All tickets created: no field filter.
No special handling: Exclude Special Handling → Any value.
Product area set: Product Area → Any value.
Not on a mobile platform: Exclude Affected Platforms → ios and android.
Good to know
"No value" means the field is empty on the ticket: never set, or cleared. A ticket attribute set to a blank, spaces or "-" counts as cleared.
Exclude filters keep records that aren't tickets yet. On metrics that count more than tickets, such as queue time not yet linked to a ticket, bot conversations that never became a ticket or QA grades with no ticket, an exclude filter keeps those records, just as the tags exclude does. An include filter, including Any value, drops them.
The ticket attribute exclude filter is more exact now. It checks each ticket's current value, however long ago it was set. A ticket whose value was set long before the dashboard's date range used to slip through, so a widget using it may show a slightly lower number than before.