Zendesk Explore does not scan for the most common words used in your tickets. However, if you have automatic ticket tagging enabled in Zendesk Support, you can create a query based on ticket tags.
What you'll need
Skill level: Easy
Time required: 5 minutes
- Zendesk Explore Professional
- Editor or Admin permissions (see Adding users 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.
- Under Choose a Zendesk product, select Support.
- Under Choose a dataset type select Tickets and then select the dataset Support: Tickets.
- Click New query.
- In Query Builder, under Metrics, add Tickets to the query.
- Under Columns, add the Ticket tags attribute, then click Apply.
- On the right-hand side of the page, click the visualization type icon (
) and select Word cloud.
8 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.
Please sign in to leave a comment.