Basics

Selecting Tables/Views
After at least one data warehouse connection has been configured, you can progress to data model configuration.
Selecting a table/view from the dropdown list adds it to the data model. You can change its label to be more recognizable to end users.
Linking to Ticket data
In order to display the subset of records related to your ticket, you must configure a Filter Column and Filter Field.
In this example, the EMAIL_ADDRESS column will match the Email Address of the ticket requester.
You can choose from the following options:
Custom fields on the Ticket
Custom fields on the Organization that requested the ticket
The email address of the Ticket Requester
Selecting the appropriate sort column and direction ensures that the user is immediately presented with the most relevant records.
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Selecting the Primary Key
All models must have a primary key column nominated, which must contain unique values. This enables drill-down to individual records at each level of the hierarchy.
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Selecting columns to display
It is important to show the right amount of information to your users, to minimise the number of navigation steps they need to perform.
Omnata Connect offers several different locations for data:
List View
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The list view is the first place that data is shown, in the sidebar next to the ticket details. There is very limited space in this view, so it's important to show the minimum number of fields necessary. More than three or four will crowd the list and require scrolling.

Here, by showing only the Order Price, ID and Date, the user can quickly examine recent orders for the ticket creator:
Detail and table view
By clicking the pop-open button (
) in the list view, a modal window opens with two sections.
The top section is the detail view, with plenty of room for fields - up to twelve before it crowds the view.
The bottom section contains child records related to the record in the detail view. Clicking on these records enables further drill-down.
The breadcrumb trail at the top of the window provides links to go back up the hierarchy.

Omnata for Zendesk - Previous

Configuring your Data Model

Hierarchical data

Last modified 5mo ago

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Outline

Selecting Tables/Views

Linking to Ticket data

Selecting the Primary Key

Selecting columns to display

List View

Detail and table view