Explore Recipe: Viewing the most common keywords in tickets

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8 Comments

  • WW Admin - Jenn S.
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    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. 

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  • Ricardo
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    Hello Jenn!

    Which filter are you using? I tried Ticket created - Month and it worked:

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  • WW Admin - Jenn S.
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    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. 

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  • Ricardo
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    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.

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  • Delphine Pougnard
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    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,

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  • Ricardo
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    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?

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  • Delphine Pougnard
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    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

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  • Ricardo
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    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.

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