Reporting on ticket tags Follow

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34 comments

  • Avatar
    Megan

    Should the tag field be in orange? When I add the tag it remains black. Should it be selected from one of the elements?

    Elements:
    Facts
    Metrics
    Attributes
    Attribute Values
    Attribute Labels
    Variables

  • Avatar
    Amy Dee

    Hi Megan! Yes, the tag will be orange in the metric editor.

    To find your tag, go to Attribute Values > Ticket Tag. That should bring you to a list of all available tags. Select the one you want and add it like any other element.

    Happy reporting!

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    Andy L

    Hi Amy, first of all, thanks for helping me in the past with my questions. I am curious why the new metric i created which fetches tickets with tags does not show up as under metric when i tried to generate a report? It is as if the new metrics created needs time to be synced or uploaded into a database before i could use it. 

    I noticed the same delay when i modify my ticket fields, specifically the ticket type which i have custom types setup, that the newly added/modified value does not show up as an option until the next day. Is this something today with the syncing? Is there a way to see or get live data whenever viewing Insight?

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    William Macken

    Hi Andy,

     

    Based on what you've indicated in your first paragraph, it sounds like you might have made the metric report-specific. If you create a metric within a report, it has to be saved globally in order to be found in other reports. You can edit the created metric within your report, though, and save it globally:

    As far as your question in the second paragraph-- if your account is on Plus or Professional, your project is only syncing once per day; hourly on Enterprise. If you make new ticket fields/adjustments to existing fields, they will need to be used in a ticket and then that ticket needs to sync to your project before you can find that information.

    Hopefully this helps clear things up, but please let me know if you have any other questions or concerns!

     

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    Andy L

    @William Macken

    Thank you for your input, it does make sense and i was able to fix the ones related to global metric. The syncing once per day is not as convenient and i didn't expect that to be an Enterprise feature but it is what it is, I will just live with it. :) Cheers.

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    Antonio King

    Tried to build out a metric around tags as follows and got this error. For Zendesk being built on being beautifully simple, reporting on tags is a nightmarishly difficult.

     

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    Amy Dee

    Hi Antonio! Your metric is really close. You just need to make two changes:

    1 - Add a "SELECT" before # Tickets. It should be inside the parentheses: SELECT IFNULL((SELECT # Tickets...

    2 - You need to select the tag from the Elements list on the right:

    • Go to Attribute Values. That will show you the list of Attributes at first, which is normal.
    • Find Ticket Tag and click it. That should take you to a list of all tag values.
    • Find talkdeskphone and double-click it. When you add it, it should appear orange in the metric editor.

    I realize this is a lot of extra steps, and it's not very intuitive. Ticket tags are uniquely difficult for reporting. A ticket can have any number of tags at the same time, and you may need to report on any one of them. That leads to more complicated relationships in the data model, which need more complicated reports.

    Fortunately, you're almost there. Once you make these two changes, your report should start working.

    Happy reporting!

  • Avatar
    Antonio King (Edited )

    Amy,


    Thanks for helping me clarify. As the reporting wizard, wonder if you can help me accomplish what I'm after. 

    I have a report headline built to show me how many tickets were created in the week previous, excluding tickets generated via api. The reason we have tickets excluded via API is because we have our Delighted NPS survey responses come in, however, I want my team to handle the priority tickets (tickets created by customers) first.

    The problem comes into play now that we utilize a CTI integration (TalkDesk) for our telephony system which is also generated via API (once the call completes, a Zendesk ticket automatically creates).

    After looking at our Contact Per Order rate for the past few weeks (total number of contacts divided by total number of orders), it's so low that I'm convinced our phone contacts are being contacted, and I suspect that's because I disallow API's to be counted in the ticket count headline report. 

    My question to you: what's a way to allow our TalkDesk phone generated tickets to be counted in our reporting without including the remainder of the API generated tickets (two other sources of API generated tickets: Delighted and another source)? 

    As I type this out, I'm thinking filtering via tag would be the best bet, but since there's no default option to do that in the filters provided, I'm not sure how to do it manually.

    If it helps, tickets that are generated via API/Delighted and API/TalkDesk are tagged appropriately. 

    Thanks for your guidance,


    Antonio

  • Avatar
    Amy Dee

    Hi Antonio! 

    Zendesk records a couple pieces of information about how each ticket is created. In the Zendesk interface, those pieces are combined into a single, descriptive "channel." In Insights, they're separate attributes (Ticket Via and Ticket Update Via). It's still possible to get the same distinctions, but it takes extra steps.

    If you're already tagging these tickets based on their Zendesk channel, those tags will be the best option by far. Zendesk business rules are much easier to manage, and they can get into more detail than a typical Insights metric.

    In your case, I recommend creating a metric for the Delighted NPS tag, then use it in a Numeric Range Filter to exclude NPS tickets from your headline report.

    Hope this helps! Happy reporting!

    Amy

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    Antonio King

    Hmm, is it possible to set up a ticket to discuss this further? I think I have an understanding of what you're referencing, but I'm not sure I follow the "how-to" portion since this is unfamiliar territory. 

  • Avatar
    Amy Dee

    Hi Antonio! Sure! At this point, it would probably help to look at actual tickets and reports. I'll set up a support ticket and email you shortly. 

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    Linda

    SELECT metric WHERE(SELECT #Ticket with your_tag BY Ticket Id)= 1 

    what is  "#Ticket with your_tag"?

    where can I get it ?

  • Avatar
    Amy Dee

    Hi Linda! That is the metric at the start of this recipe:

    • SELECT IFNULL((SELECT # Tickets WHERE Ticket Tag = your_tag),0)

    (Replace your_tag with the tag you want to use in your report. It will be listed under Attribute Values > Ticket Tag.) 

    You must create a metric like this for each tag you want to include in filters. Once you create a tag-filtering metric like this one, you should be able to add it to numeric range filters and other metrics.

    I hope this helps! Happy reporting!

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    Linda

    But I want to use "ticket tag" , how to do?

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    Amy Dee

    Hi Linda! Tags are not like other attributes. For other attributes, tickets can only have one value at a time. It's easy to see whether a ticket is in, say, Pending status -- the ticket only has one status, and it either is or isn't "Pending."

    Tags are different. Tickets can have any number of tags at the same time. That makes things quite a bit more complicated. A ticket may have one of the tags from your filter, but not another. There are lot of ways to handle those situations, and Insights doesn't know which one you need.

    Because of all this, ticket tags do not consistently work in a dashboard filter like the one in your screenshot. Every single report would need to have metrics that accurately connect to tag data, and even then, there would be a lot of exceptions.

    We do not recommend putting a tag filter on a dashboard. If you want to use tags, you must use custom tag filtering metrics within your reports. Please follow the recipe above to filter your reports.

    I hope this helps! Happy reporting!

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    Gabriel Scott

    Is there a way to eliminate duplicate tags, when the tags are not exactly identical? See my image. We inadvertently have used a similar tag for a single issue (one in a macro, one in a trigger). How do I eliminate the duplicates in this scenario to give me a proper count (besides fixing the process which is broken).

  • Avatar
    Amy Dee

    Hi Gabriel! Insights can only show you what it receives from your Zendesk account. Insights can't change or delete your historical data. I strongly recommend cleaning up tag usage in your workflow going forward.

    In this case, if these tags are interchangeable, you could make a filtering metric to find tickets with at least one of the two tags. It would look like this:

    • SELECT IFNULL((SELECT # Tickets WHERE Ticket Tag IN (casino_superbonusauto_superbonus)),0)

    That should keep your overall ticket counts accurate, and most reports will function normally. You'll only notice a problem when you display the tags, as you have in your screenshot. There's not much you can do at that point, since both tags do exist on those tickets.

    I hope this helps! Happy reporting!

  • Avatar
    Michael Thingmand

    When I try the example and has selected my tag via Attribute ValuesAttribute Values (it's orange) I still gets this error:

    SELECT IFNULL((SELECT # Tickets WHERE Ticket Tag = kundeservice_efterlysning),0)
     
    Unexpected end of string. Expecting one of: ELEM_IDENTIFIER, FUNCNAME1, NEXT, OBJECT, STRING, -, ZERO, RANKFUNCNAME, IF, PREVIOUS, FUNCNAMEN, COUNT, RUNFUNCNAME, REAL, IDENTIFIER, FUNCNAME2, CASE, PERCENTILE, FUNCNAME12, TEXT_ELEM, THIS, NATURAL, REPORT, (, IFNULL
  • Avatar
    Amy Dee

    Hi Michael! I don't see any obvious issues in the metric here. As long as # TicketsTicket Tag, and kundeservice_efterlysning are all correctly connected, the metric should work.

    There may be something odd happening in this case. I'm going to create a ticket so we can investigate in more detail. 

    Watch for my email, and happy reporting!

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    Xander Court

    Is it possible to write a metric around two tags? Specifically to display only the number of tickets where BOTH tags are present, and exclude instances where only one is present?

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    Amy Dee

    Hi Xander! That is certainly possible! In this case, you would need to make separate filtering metrics for each tag, then include both filtering metrics on your report.

    If you want your whole report to require both tags, then you could use two numeric range filters. If you just want to filter one metric, you could create a metric like this:

    • SELECT metric WHERE (SELECT # Tickets with tag_1 BY Ticket Id)=1 AND (SELECT # Tickets with tag_2 BY Ticket Id)=1 

    The reporting on tickets with one or more tags article goes into a lot more detail on the theory behind this recipe. It also includes a detailed example for finding tickets that DO have one tag, but do NOT have a different tag.

    I hope this helps! Happy reporting!

  • Avatar
    Carla

    Hi Amy,

     

    I'm getting a similar error code to Michael's. Can you please take a look?

  • Avatar
    Nicole Relyea

    Hey Carla - 

    Welcome to the Zendesk community! Amy is out on vacation today, so hang tight. I'll see if I can find someone else who can take a look, and if not she's likely to jump back in later this week. 

  • Avatar
    Juan Hernandez2

    Hi Carla/Michael,

    This has probably been asked already, but I'll ask again.

    Looking at Carla's screenshot, you can see that her tag "1gm" is correctly showing in ORANGE.

    But I do not see that # Tickets is in GREEN
    and Ticket Tag is in PURPLE!



    Make sure that you have pulled them correctly and NOT manually entered them. 

    For # Tickets (GREEN):

    1) Click "Metrics" under Elements

    2) Enter # Tickets in the search field

    3) Highlight/select # Tickets 

    4) Click Add Selected

     

    For Ticket Tag (PURPLE):

    1) Select Attributes

    2) Enter Ticket Tag in search field

    3) Select Ticket Tag

    4) Select "Add selected"

    It looks like you already have the "your tag" pulled correctly (orange) so skip that workflow.

    I hope this helps!

    Juan

     

     

     

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    Ricardo Pinto

    Hello, Carla,

    Juan did an amazing job explaining how you need to build your metric. Thanks a lot for that, Juan.

    If you've never built a custom metric before, you might want to read How to Create a Custom Metric . During metric creation, you'll be selecting elements available to you from within your Insights project. For a list of the default facts and attributes please see our objects reference guide .

    Hope this helps!

  • Avatar
    Carla

    Ricardo, Juan,

     

    Thank you both so very much!  This was more than extremely helpful and worked like a charm.  I'll be sure to brush up on the custom metrics!

     

    Carla

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    Nicole Relyea

    Glad you got it working, Carla! 

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    Tom Ronen

    Hi Amy,

    How would you structure a metric that should exclude a number of tags?

    I have a bunch of ticket tags that I want to exclude from reports on first reply time and also tickets created.

    This is what I have tried and failed:

    SELECT # Tickets created Where (SELETmy_tag_metric) BY Ticket ID)=0 AND(Select my_other_tag BY Ticket ID)=0

     

    Any thoughts?

  • Avatar
    Amy Dee

    Hi Tom! It looks like there are a couple typos in the first nested metric: (SELETmy_tag_metric) by Ticket ID). You're missing a C in "SELECT," and there shouldn't be a parenthesis after "my_tag_metric." It should look like this: (SELECT my_tag_metric BY Ticket Id).

    You're also using the # Tickets Created metric here. That metric is based on ticket updates, and it does not connect to tag data. It's designed to let you report on ticket creations and solves in the same chart.

    If you're not combining different metrics like that, I recommend using # Tickets instead. That does connect to tag data, so it should be more consistent with your filters. You can still see when tickets were created by using Date (Ticket Created).

     

    What you're doing here should work. You can list each tag separately in its own metric. This is helpful if you only have a few tags, and you need to report on them individually as well.

    If you have a lot of tags that you want to exclude, there is another option. You could combine them in the filtering metric like this:

    • SELECT IFNULL((SELECT # Tickets WHERE Ticket Tag IN (tag1tag2tag3tag4)),0)

    If this metric counts a ticket, it means the ticket has at least one of the listed tags. If this metric does not count a ticket, it means the ticket doesn't have any of the tags. That means you could filter for this metric to equal 0, and you'd exclude all those tags at the same time.

    I hope this helps! Happy reporting!

  • Avatar
    Tom Ronen

    Thanks a lot for this Amy.

    I think I will use this one:

    • SELECT IFNULL((SELECT # Tickets WHERE Ticket Tag IN (tag1tag2tag3tag4)),0)

    I need a report of tickets created (monthly breakdown) that ignores a bunch of tags.

    I hope this will do the trick.

    Thanks again,

    Tom

     

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