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Reporting on tags added and removed over time

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Jeff Foss

Gepostet 21. Jan. 2021

I am struggling with a tag-related report. We have a homegrown process whereby the tag "action_item_request" is added (via macro) to tickets requiring special actions. Then, after the action is performed, the agent uses a different macro that strips out the first tag and adds the tag "action_item_complete." 

How do I create a report that compares how often the first tag is added vs. the second tag? In other words something that shows us how well we are keeping up with these internal action items. 

I'm picturing a simple bar chart with 2 bars in each month. One bar shows the number of times the first tag was added, the other bar shows the number of times the second tag was added.

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    Stephen Belleau

    Zendesk LuminaryCommunity Moderator

    @... Even though historic tag reporting isn't possible, you should be able to achieve this because you can safely assume that all completed action items did previously have the request tag.

    1: # Tickets with action item. Are either of the tags present?

    IF (INCLUDES_ANY([Ticket tags], "action_item_request","action_item_complete")) THEN [Ticket ID] ENDIF
    2: # Tickets with completed action item. Only looks for complete tag.
    IF (INCLUDES_ANY([Ticket tags], "action_item_complete")) THEN [Ticket ID] ENDIF
     
    Does that sound like what you're looking for?

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