Skip to main content

Article 1 min read

Tip of the week: Including 0 values in Insights reports

By Sarah Hagberg

Last updated October 27, 2015

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.

Related stories

1 min read

Human customer service: How to leverage AI to enhance customer relationships

Great customer experiences are about making personal connections. Discover why human customer service is important and how you can use AI to enhance it.


Introducing the world’s most complete CX solution for the AI era

Zendesk was founded on the belief that CX could be better, bringing a beautifully simple, easy-to-use…

1 min read

What is employee well-being and why is it important?

Employee well-being is essential for companies to thrive. Learn how it impacts your business and strategies to prioritize well-being in the workplace.

1 min read

AI in customer service quality assurance: A complete guide

AI in quality assurance can evaluate 100 percent of customer interactions, identify problematic cases, and uncover training opportunities to elevate your CX.