Explore doesn't scan for the most common words used in your tickets. However, if you have automatic ticket tagging enabled, you can create a query based on the most commonly used ticket tags.
What you'll need
Skill level: Easy
Time required: 5 minutes
- Zendesk Explore Professional or Enterprise
- Editor or Admin permissions (see Giving agents access to Explore)
- Ticket data in Zendesk Support
How to create the report in Explore
- In Explore, click the query (
) icon. - In the Queries library, click New query.
- On the Choose a Zendesk page, click Support > Tickets > Support: Tickets, then click New query. Explore opens a blank query.
- In the Metrics panel, click Add.
- From the list of metrics, choose Tickets > Tickets, then click Apply.
- In the Columns panel, click Add.
- From the list of attributes, choose Ticket > Ticket tags attribute, then click Apply.
- Click the visualization type icon (
), then click Word cloud.
19 Comments
Is it possible to limit the word cloud to just one time period? We are trying to create a word cloud of the top tags just for the previous month. I have added month filters, but it still seems to be pulling tags that haven't been used in years.
Hello Jenn!
Which filter are you using? I tried Ticket created - Month and it worked:
Thanks, thats what i'm using but there are tags included that we haven't used in over 2 years popping up on the wordcloud.
Thanks, Jenn. What you are describing doesn't sound like expected behavior. I created a ticket on your behalf so our support team can investigate this issue. Check your inbox, please.
Hi,
I have been experiencing the same problem.
Obviously we have to put a time period limit, otherwise the system is struggling compiling all data (as we are using Zendesk for years).
I have tried to select a 1 month range and to use the Results Manipulation feature to keep the 20 TOP results but it does not work.
If you have any update, I'm interested. Otherwise let me know and I will create a ticket.
Thanks,
Hello, Delphine,
In Jenn's case, the issue was related to follow-up tickets. When a follow-up ticket is created, the new ticket populates the tags from the original ticket. Could that be your issue too?
Hi Ricardo,
Not sure, I keep getting the following message whatever the filters I'm adding to limit the data as much as I can:
Regards,
Delphine
Hello, Delphine,
Thanks for describing your issue. It sounds like a filter of one month is still not enough to filter out the amount of data your account has. However, to be sure of what is happening, I created a ticket on your behalf. If you check your inbox, you will see an email from us.
Hi Ricardo,
Thanks for your sharing.
For the metrics, I can not directly choose Tickets > Tickets
It seems choose COUNT or D_COUNT is compulsory.
Kindly check and suggest.
Hello Wycherley Wei! That is expected. For the purpose of this recipe, I would suggest choosing COUNT. For more information, see What is the difference between COUNT and D_COUNT?
Hi Richardo,
Thanks for your feedback. It works.
Is there a way to download these tags in Excel or CSV?
Hello Wycherley Wei! Yes, there is. If you have the query editor open, at the top right corner, click the arrow just besides Save. Then click Export and you will be able to choose how to export the query:
Hope it helps.
Is there a way to create a word cloud using a free form text filed instead of just using tags?
Hello Luke Hutchings
You can use the Word cloud using other fields like Ticket Subject or any other field that contains text. However, you can not input the words into the query freely. Hope this helps to answer your question!
Is there a way to create the word cloud showing just the top 20 tags?
I have tried changing the COUNT via the manipulation of the result but it still feels like there are too many results.
Any help greatly appreciated.
Hello Vikki Keeble
Welcome to Zendesk Community!
When you are in the Top/bottom option, under Strategy could you please make sure the value in there is On columns?
Let me know if this works please!
Hi Ricardo,
Yes, this has worked thank you, much appreciated!
Regards,
Vikki
Hi Ricardo,
I've tried using Ticket Subject here, but the subject has to be the exact same as another one to be counted together. That's not a true word cloud, as it should be able to pick the most common single words out of all the ticket subjects.
Are there plans to expand this to Ticket Body? I'm trying to generate a word cloud for each team so they can see the most commonly used words in their tickets. Tags and Subjects don't suffice.
Thanks!
Samantha
Hi Samantha Chen,
Unfortunately, there isn't anything on the roadmap for pulling key words out of the ticket subject or body at this time. I recommend posting in our Explore Product Feedback Community so this can be reviewed by our Product Managers.
In the meantime, it may be worth looking into automatic ticket tagging to utilize this recipe in capturing common ticket tags as mentioned in the beginning of this article.
Warm regards,
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