Report on When Tag Was Added to Ticket

10 Kommentare

  • Graeme Carmichael
    Community Moderator


    Just a suggestion.

    You are correct that Explore cannot report on the timestamp of when a tag is added to a ticket.

    But check boxes and drop down fields can be associated with tags. You can track when a custom field is added to a ticket or changed on a ticket.  So it may not be possible for all your tags, but perhaps some can be associated with custom fields and reported on with the Ticket Updates dataset.

  • CJ Johnson

    It's so bizarre to me that this isn't possible. This would vastly simplify a lot of things and not require a ton of custom fields as a workaround. 

  • Alek J Reed

    Agreed on this. Tags are a fantastic way to track the topics and trends of tickets.  If we had the ability to report upon when a tag was added, we could take this to the next level. 

    Use case example: How many tickets in the last 24 hours have had tag X added?

    Today, we could report "how many tickets with tag X were updated in the last 24 hours," but that is solving a different metric.

    This would also assist with reporting on "macro usage" since the solve for that is to add tags when a macro is applied.

  • jvon

    I've previously set up calculated attributes on the ticket updates dataset to look at [Changes - Field Name], [Changes - Previous Value], and [Changes - New Value] to track when a tag is added to a ticket.  

    Essentially the calculated attribute formula looks like this:

    IF (
      [Changes - Field name] = "Ticket tags"
      NOT(CONTAINS([Changes - Previous value],"tag"))
      CONTAINS([Changes - New value],"tag")

    I was trying to set up something similar today and noticed that "Ticket Tags" no longer shows under the [Changes - Field Name] results and reports I've previously used to track these behaviors are now broken, which is pretty frustrating.


    The only other way to track this now is by leveraging data we're collecting from the Support API Ticket Audits endpoint, which I think the majority of Zendesk customers wont have the time/effort/resources to do.



  • Sarath

    I agree with this. It will make easier to create weekly & monthly reports on many things including counting JIRA linked ("jira_escalated") tickets, escalations, etc. Right now, we don't have any options to create accurate reports and have to rely on Update - Date attribute, but it doesn't produce what we need.

  • Almog Z

    Is there a solution to this issue?

  • Andy S

    This is a problem for us. We add tags when a certain string of text is added to a ticket. We need to be able to report on the date that tag was added. We have tried using the ticket update reports but that doesn't work

  • Gab Guinto
    Zendesk Customer Care
    I'm afraid there is still currently no option to report on when a tag was added unless the tag is associated to a ticket field as a option/value tag similar to Graeme's suggestion above.
  • Andy S

    Thanks Gab for the update. So if we moved to reporting on a date a custom field was updated, this seems to work. However, explore doesn't recognise that custom attribute as a date and therefore we are not able to filter tickets like we would a ticket created date. For example, custom field updated last month is not an option. You have to select each date one by one. That's unless I am missing something?

  • Gab Guinto
    Zendesk Customer Care
    Hi Andy,

    You may create a custom date attribute using the native Ticket field changes attribute to pull the date or timestamps of when a ticket field was updated. You can follow the same logic behind the formula from this recipe - Recording the time when a checkbox was checked.

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