Working with Custom Metrics, especially with tags

Beantwortet

3 Kommentare

  • Rob Stack
    Zendesk Documentation Team

    Hi Maja, I'm wondering if you could use nested custom fields for this. I'm not sure it would suit your actual use case, but take a look at https://support.zendesk.com/hc/en-us/articles/360022368093 to see if it sparks any ideas.

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  • Hannah Meier
    Zendesk team member

    Hello Maja Zivkovic,

    You can write a formula to find tickets that begin with a certain string. I'd suggest you begin by taking a look at the Reporting with tags article in order to understand some best practices with reporting with tags.

    Then, look at the section on Finding tickets that contain a specific string in one of their tags. This section gives an example of a formula that counts the number of tickets with a specific word in the title that you can modify for this purpose.

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  • Maja Zivkovic

    Rob Stack creating a nested custom field for tracking macros would require i create a trigger for every single one of our hundreds of macros, so not the most efficient way to build a report. 

    Hannah Meier i will look into this, thank you, i think this might work :) 

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