주 콘텐츠로 건너뛰기

Article 1 min read

Tip of the week: Including 0 values in Insights reports

Sarah Hagberg

최종 업데이트: June 30, 2025

Do you have reports where the X-Axis value disappears if it is a 0 value?

For example, in this bar graph the hours 3 a.m., 4 a.m., and 5 a.m. have disappeared because no tickets were solved in those hours.

Zendesk tip of the week

This tip of the week covers how to include 0 values in Insights reports. Note: This metric will only work for reports with one attribute. To do this we’ll create a custom metric using the IFNULL function. For example, if we were reporting on # of Solved Tickets by Hour Ticket Solved, we would need to create a custom metric for the # of Tickets Solved Including 0.

To build the # of Solved Tickets metric:

  1. Click Reporting in the sidebar, then click the Insights tab.

  2. Click the GoodData link in the top right corner of the panel.

  3. For reporting on the # of Solved Tickets, it’s easiest to duplicate the metric. In Insights click Manage > Metrics > # Solved Tickets > Duplicate.

Then we can work on building the new # of Solved Tickets Including 0 metric.

To build the # of Solved Tickets Including 0 metric:

  1. Start by naming your new metric > Edit.

  2. At the beginning of the metric type: SELECT IFNULL ((

  3. At the end of the metric type: ), 0)*1

  4. Click Save.

The last step is to create a report. There you have it – Your report will now maintain 0 values! Remember, the IFNULL function can be applied to any metric.

Head to the forums to see the step-by-step explanation of this tip of the week

Keep the knowledge flowing! For more tips like this, check out Zendesk’s Tip of the Week collection.

추가 관련 사례

Article
4 min read

'Many to many'—providing richer, scalable customer support in the Zendesk Community

An active user community is a great way for users to connect with one another, share ideas, and get answers to questions. Here's how the Zendesk Community improved and enhanced our customers' experience

Article
11 min read

What is average handle time (AHT) and how do you calculate it?

Average handle time (AHT) is a customer service metric that measures the average length of a customer's call. Use it to improve operational efficiency.

Article
2 min read

Tip of the week: How to use JIRA filters to see Zendesk tickets in JIRA

This Zendesk tip of the week is especially useful if you are trying to see how…

Article
3 min read

Tip of the week: A guide to Help Center for Web Portal users

This Zendesk Tip of the Week will help you transition from Web Portal to Help Center