Working with Custom Metrics, especially with tags
BeantwortetI want to track the number of times a macro is used, and with how much success (CSAT) compared to personal macros created by the agents. The best way I've come up with to do this is to give each macro its own tag, then filter by a custom field (ticket category).
What would be the best way to group tags for this purpose? Can i group by "macro_%", "macro_ticketcategory_%" or do i have to reference each macro individually? There are so many, i'd really like a faster way of doing this. What solutions are possible, when working with tags?
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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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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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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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