Report on When Tag Was Added to Ticket
What is the problem?
- Currently we are unable to pull reports in Explore based on when a tag was added to a ticket.
Why is it a problem?
- We are looking for ways to pull reports based on escalated or situational tickets where X tag was added within the last 30 days so the tickets won't perpetually appear on the board.
How do you solve the problem today?
- There is no solution to this problem with Explore. We have opted to use another program at this time since Zendesk has no solution we can use which means a bulkier process for our team to use multiple programs.
How would you ideally solve the problem?
- Ideally, if Explore can pull tags based on when they were added which IS currently recorded in ticket event history but is NOT accessible in Explore, that would be the simplest solution so we can then build a report based on when a tag was added.
How big is the problem (business impact, frequency of impact, who is impacted)?
- We have several processes we would like to apply this functionality to for both Management and non-Support teams. Without this functionality, we have had to revert to third party programs and bulky, manual tracking using spreadsheets to use instead. This has caused multiple errors and we are missing tickets we want to report on since this is creating multi-step manual processes that leave a lot of room for error.
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.
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.
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.
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:
[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.
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.
Is there a solution to this issue?
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
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.
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?
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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