Explore Recipe: Viewing the most common keywords in tickets

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17 Comments

  • WW Admin - Jenn S.

    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
    Zendesk Community Team

    Hello Jenn!

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

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  • WW Admin - Jenn S.

    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
    Zendesk Community Team

    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

    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
    Zendesk Community Team

    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

    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
    Zendesk Community Team

    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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  • Wycherley Wei

    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.

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  • Ricardo
    Zendesk Community Team

    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?

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  • Wycherley Wei

    Hi Richardo,

    Thanks for your feedback. It works.

    Is there a way to download these tags in Excel or CSV?

     

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  • Ricardo
    Zendesk Community Team

    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.

     

     

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  • Luke Hutchings

    Is there a way to create a word cloud using a free form text filed instead of just using tags? 

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  • Ricardo
    Zendesk Community Team

    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!

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  • Vikki Keeble

    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.

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  • Ricardo
    Zendesk Community Team

    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!

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  • Vikki Keeble

    Hi Ricardo, 

     

    Yes, this has worked thank you, much appreciated! 


    Regards, 
    Vikki

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