Managing ticket tags

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9 Comments

  • Russell Dunn
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    How does one find tags that are not used, or the tags used the least amount of times? The top 100 used tags isn't that helpful to me.

    You state that to delete tags (from open tickets) you go to Tags, find the tag and then delete the ticket. This works fine for the tickets that appear in your tag cloud, which are the top 100 tickets.

    It seems bonkers to me that I can only find the top 100 tags by popularity and delete them as such - if they are that popular they're obviously in use and so necessary.

    Please tell me I'm missing something obvious here.

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  • Brett - Community Manager
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    Hey Russel,

    You'll want to use Insights to pull a list of your tags and how many tickets are associated with them.

    I would recommend taking a look at our Reporting on macros using tags in Insights article which goes over creating this report.

    I hope this helps!

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  • Russell Dunn
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    Thanks Brett that got me closer but it doesn't go far enough sadly.

    If I want a print out of all ticket tags by usage and I follow that guide, I get to a point where I'm selecting Ticket Tag Is, and then I'm limited to 200.

    We have 1804 ticket tags. I'm obviously not going to create a custom metric for 1804 tags.

    What I'd really like (and I know you dont do this) is just to be able to report on macro usage without having to rely on tags, and I'd like to get a report/count of ALL of my tags. I realise this will be a very large report.

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  • Brett - Community Manager
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    Hey Russel,

    Appreciate the clarification and totally understand where you're coming from. I do wish there was an easier way to report on macro usage other than the option I provided previously.  The only alternative I can think of is to navigate to the Macro page under Admin>Manage and sort by usage (last 30 days). Screenshot for you below:

     

    The downside to this is that you can only get usage as far as 30 days ago so you'd most likely need to track this monthly. 

    As for reporting on tags, if you're looking under the How tab and select Ticket Tags you should see an All option at the bottom of the Details column. I've provide another screenshot for you:

    Does that highlight more than the 200 tags you mentioned previously? 

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  • Suzanne Fisher
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    Hi! Is there a way to report on Tag usage for the last 7 days - we're wanting to pull the data for all the tags used and the amount of times each tag was used for specifically one week at a time. Thanks for any input!

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  • Brett - Community Manager
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    Hi Suzanne,

    You should be able to report on this using Insights. Since these tags are being applied to the tickets you could use the Ticket Tag attribute under the How tab and # Tickets under the What tab. You may also find this article helpful when setting up your report: Reporting on macros using tags in Insights

    Hope the above helps!

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  • Joe Sibley
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    Is there a best practices for setting up tags?  We are about to go live and wondering the best way to report questions that come in.  From a reporting perspective, I'm not excited that agents can come up with a wide variety of tags that could be covering the same topic.  It's best to have fewer tags to better concentrate the topics that come in.  

    On the other hand, is there a way to create it so that we create the tags or options agents can pick from?  In this way we could standardize the categories.  The down side is that it does lead to greater maintenance by the admins.  We are using Enterprise.

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  • Heather R
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    Hi Joe,
    I'm sure you'll get a wide variety of answers based on different implementations. Speaking from my experience, I've found that asking the agents to *not* add their own tags and just relying on tags that naturally progress in triggers, macros, drop-down fields and the like.... This is how we get the best info.

    First, human nature is to try one set of tags and forget. Second, you could have different agents using different tags for the same thing...

    With that in mind, adding tags to those macros, triggers and using drop-down options in custom fields like Ticket Category really helps a lot and gives you rich insights (and troubleshooting) for later.

    I guess I'm assuming your agents will be manually adding tags so forgive me if I misinterpreted.

    Happy Zendesking!

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  • Jonathan March
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    Joe, I strongly agree with Heather. Manual tag entry is way too fragile, and there are plenty of ways, as she suggested, to routinize their entry.

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