Insights recipe: Reporting on multi-select fields using ticket tags Follow

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21 comments

  • Avatar
    Nick Maguire

    Hi,

     

    The custom metric returns the following error:-

     

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    Amy Dee

    Hi Nick! You can't just copy and paste in the metric editor. You need to select some elements from the picklist on the right. 

    I can see you're in the right place on your screenshot. Just double-click on "Ticket Tag" (or highlight it and choose "Add Selected" on the top right). That should make it appear purple in the metric editor.

    # Tickets also needs to be selected from that list. It's under Metrics.

    We have more information in this guide: Creating custom metrics.

    I hope this helps! Happy reporting!

  • Avatar
    Nick Maguire

    Hi Amy,

     

    This has been typed not pasted, I cant assign any elements due to the error the code has created.

  • Avatar
    Amy Dee

    Hi Nick! You should be able to click the red X on the error code to clear it. Then, remove the "Ticket Tag [Ticket Tag]" text from the metric in the editor, leave your cursor in that spot, and double-click "Ticket Tag" from the list on the right: 

    You'll need to do the same thing with # Tickets as well. When you select it from under the Metrics list, it will appear green in the metric editor. 

    I hope this helps! Happy reporting!

  • Avatar
    Martijn Snels · pluscloud.nl

    Hi Amy, how do I combine multiple metrics so I can generate a table with # Tickets, First Reply Time, Full Resolution Time, Avg. Time Spent (Time Tracker)? When I generate multiple metrics I can't combine them like normal without errors.

    "Metrics that are unavailable may lead to nonsensical results if used together with selected attribute(s) in this report. To select an unavailable metric anyway, hold Shift while clicking its name."

  • Avatar
    Amy Dee

    Hi Martijn! This particular recipe uses ticket tags. Tags are stored in their own dataset, so they only work with metrics that connect to tag data. Reply and resolution time metrics are connected to whole tickets, and time tracking metrics are connected to ticket events. That's why they don't natively work together in the same chart.

    The main issue is that there can be multiple tags on a ticket at the same time. It's not clear how any one tag is connected to, say, the ticket's resolution time. You would need to define the relationship between resolution time and individual tags in a custom metric, which gets complicated quickly.

    Generally speaking, I recommend keeping tags and tag metrics together in one report, and putting ticket metrics in a separate report. You can put the two reports side by side on a dashboard. You could also slice both reports by Ticket Id, export them to CSV, and combine the data outside Insights. 

    I hope this helps! Happy reporting!

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    Lindsey M

    I was able to create a report, but it only pulled in the 'your_field_label%' and not the trailing piece.  Not really sure what I am missing?

     




  • Avatar
    Amy Dee

    Hi Lindsey! I don't see any obvious issues with the metric.

    Just to confirm: do you have at least one ticket with each of these tags? Insights connects to tags through ticket data, so if the tags aren't on any tickets yet, Insights can't see them.

    If the tags aren't in use yet, try adding the tags to a ticket and waiting for the ticket to sync. If they are, try reporting on those specific tickets (# Tickets under WHAT, Ticket Id and Ticket Tag under HOW, filtered to those tickets). Do the tags show up there?

    I hope this helps! Happy reporting!

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    Lindsey M

    Hi Amy - not sure why but it is all showing up now! Thanks for your help!

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    Kate Shaw

    I'm having an issue where this recipe is pulling an error -- when I double click "Ticket Type", it only pulls in the name once instead of "Ticket Type [Ticket Type]". I tried adding it twice, and it pulls a separate error. Any ideas on what I'm doing wrong?


  • Avatar
    Amy Dee

    Hi Kate! It looks like you're trying to select an attribute. You need to look under Attribute Labels > Ticket Tag instead. When you select it, it will add the whole Ticket Tag [Ticket Tag] piece as one element.

    I hope this helps! Happy reporting!

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    Kate Shaw

    Thanks so much, Amy!

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    Evgeny Shabarchin

    Hi,

    I don't catch up: do I have any option to understand - which agent have added a tag to the ticket or it's impossible? 

  • Avatar
    Jessie - Community Manager

    Hi Evgeny! Welcome to the Community!

    To make sure I understand your question: you want a report where you can see which agent added a tag to a ticket. Is that correct?

  • Avatar
    Chloe Vaniet Netatmo

    Hi, 

    What do you mean here: At this time, multi-select fields do not add these labels automatically. They need to be added manually. 

    When a multi-select field is filled, it doesn't automatically put the tag on the ticket? An agent has to add it manually for each ticket? 

  • Avatar
    Evgeny Shabarchin

    Jessie,

    Yes, correct. I need to see a tickets which has a tags TAG_1 and Tag_2 (for example) which added by Agent 1 and Agent 5 ( for example) 

  • Avatar
    Amy Dee

    Hello all! I can help with these questions!

    To Evgeny - Ticket tags are not connected to events. That means there is no way to report on when a tag was added or removed. You can only see if the tag is currently present on the ticket.

    You can report on changes to ticket fields (including who made them), so you may be able to get results with a different approach. You can read more in our article on the events model. (Please note: Multi-select fields do not sync as attributes, so you'd need a different type of field.)

     

    To Chloe - Multi-select fields do automatically generate tags for their field values, and they add/remove those tags on tickets without needing any special steps.

    The note in this article refers to the "genre_" label on each of the example tags. I had to add that label manually. By default, the field generated tags that matched the values - "action," "adventure," etc. If you want to use the reporting recipe in this article, you'll need to manually adjust the tags on your multi-select field, so they have a consistent label.

    I hope this helps! Happy reporting!

  • Avatar
    Evgeny Shabarchin

    To Amy,

    Thank you. I see. But do in my case I need to understand what agent add this tag? Is it possible on not? I don't need to know when, but I need to know who did that.

  • Avatar
    Olivier Pascal Netatmo (Edited )

    I have purchased Zendesk to get a better tool that I currently have.  I am so surprised that lots of people ask the same thing ( multi-select fields synced to Insights) and you did not improve it.

    Multi select fields are provided so we should be able to get them into the Insight reports and we should not look for to get the data we want 

  • Avatar
    Amy Dee

    To Evgeny - Since tags are not connected to events, there is no way to get details about how the tags were added. You'll need to use ticket fields to track this behavior, like a single-select dropdown field or checkbox.

    To Olivier - Multi-select fields run into the same challenges we face with ticket tags. One ticket can have any number of multi-select field values at the same time, and you may need to report on any one of them.

    At this time, the Insights model only supports 1:1 mapping between attributes and their values. Multi-select field data is not helpful in that model. (By default, it lumps all the selected values together, so "Action Adventure Drama" is treated like one value, and "Action Drama" is a completely different value; there's no good way to see that "Action" and "Drama" were used in both.)

    All Zendesk accounts have the same ticket tag field, so the Insights model includes a separate dataset to capture it (which comes with its own restrictions). Multi-select fields are different in every account, so we can't use the same approach there.

    Our Data team knows this is a pain point, and we do want to make this content available. It likely won't happen within Insights anytime soon, but it is definitely on the radar.

    I hope this helps! Happy reporting!

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    Gabriel Rodríguez

    Tengo etiquetas correctas, métrica y filtro por fecha pero no me arroja más que la cantidad. ¿Me ayudas por favor?

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