Reporting with tags

Tags are words, or combinations of words that you can use to add more context to tickets. You can assign them to tickets, users, organizations and chats. You create, assign, and manage tags in the Zendesk Support console. Tags are stored differently to other Zendesk objects and might require more consideration when you use them to generate reports. For example, while a ticket can only be in one group, or have one status at a time, a tag can be added to multiple tickets and a single ticket can contain multiple tags.

In this article, you'll learn how you can use tags in your Explore reports and see some examples. You'll also find out what tag information is collected by Explore. For an in-depth look at tags, see About tags.

Tip: When you add or change tag information in your tickets, users, or organizations, it can take up to an hour for these changes to be synchronized with Explore.

This article contains the following topics:

• Examples for using tags in reports
• Tag information collected by Explore

Examples for using tags in reports

Use these examples to help you learn about the basic operations you can perform with tags in your Explore reports. If you need more help creating queries and formulas, see Creating queries and Writing Explore formulas.

For a useful example of how you can use Explore to report on macro usage by using tags, see Explore recipe: Reporting on macros using tags.

Note: If you used the Early Access Program for the INCLUDES function for tag reporting, you'll notice that the syntax of the INCLUDES function has changed. You no longer need to specify the ARRAY command in the INCLUDES function. However, if you created formulas using the EAP, these will still function correctly. The two functions you’ll use are INCLUDES_ANY and INCLUDES_ALL. However, the INCLUDES function from the EAP is functionally identical to the INCLUDES_ALL function and can still be used.

These examples are all based on the Ticket tags attribute, but you can apply the same principles to reporting with any other tag attribute.

Tip: If the tag you intend to use is automatically generated by a field (like dropdown lists, multi-select lists, and checkboxes) consider using the custom field attribute instead. The custom fields values load faster and have easily identifiable values. For more details, see Reporting with custom fields.

This section contains the following examples:

• Show all ticket tags in use over the last 30 days
• Reporting on ticket tags using filters
• Reporting on ticket tags using standard calculated metrics and attributes

Show all ticket tags in use over the last 30 days

This is a simple report that shows all of the ticket tags you are using and the number of tickets that are associated with each tag for the last 30 days.

To show all ticket tags in use over the last 30 days

1. Open a new query using the Support: Tickets dataset.
2. In the Metrics panel of query builder, add the metric COUNT(Tickets).
3. In the Rows panel, add the attribute Ticket tags.
4. In the Filters panel, add the attribute Ticket created - date.
5. Click the Ticket created - date filter and configure the date range for the last 30 days.

Your chart will look similar to the following example. You can click the Tickets column heading to sort the list by ascending or descending number of tags.

Reporting on ticket tags using filters

In this example, you'll create a query that uses a filter to return only tickets that contain any of the tags you choose, in this case tickets that contain any of the tags checked_by_manager, close, or csat. For a more flexible way to report on ticket tags, see Reporting on ticket tags using standard calculated metrics and attributes.

Important: If you want to check which items don’t have one or more tags, use the formula in Finding tickets that don't have a tag. You can't use query filters to exclude tags.

To create the query

1. Open a new query using the Support: Tickets dataset.
2. In the Metrics panel of query builder, add the metrics COUNT(Solved tickets) and COUNT(Unsolved tickets).
3. In the Rows panel, add the attribute Ticket group.
4. In the Filters panel, add the attribute Ticket tags. Then, click this attribute to open the filter menu.
5. Select the tags you want to show in the report, in this case checked_by_manager, close, and csat.

   

You'll see a count of tickets that contain one or more of the tags you chose.

Reporting on ticket tags using standard calculated metrics and attributes

In this section, you'll learn how to use Explore's INCLUDES_ANY and INCLUDES_ALL functions to give you much more power and flexibility when you work with tags. To use these examples, you'll need to be familiar with standard calculated metrics and attributes in Explore and understand how to write formulas. The basic tag reporting operations are:

• INCLUDES_ANY: Returns tickets with one of the supplied tags
• INCLUDES_ALL: Returns tickets that have all supplied tags
• NOT INCLUDES_ANY: Returns tickets that don't include one of the supplied tags
• NOT INCLUDES_ALL - Returns tickets that don't include all of the supplied tags

Additionally, you can use the wildcard (%) character before or after a tag.

This section contains the following examples:

• Finding tickets containing a tag
• Finding tickets that have one of two tags
• Finding tickets with multiple tags
• Finding tickets that don't have a tag
• Finding tickets that have one tag, but don't have another tag
• Finding tickets that contain a specific string in one of their tags
• Using INCLUDE in a standard calculated attribute
• Finding tickets with no tags
• Using INCLUDES in a standard calculated attribute with multiple conditions
• Filtering a specific tag from all metrics on a query

Finding tickets containing a tag

In this example, you want to find tickets that have the tag "united_states". Use the following formula in a standard calculated metric with the COUNT aggregator:

IF (INCLUDES_ANY([Ticket tags], "united_states")) THEN [Ticket ID] ENDIF

Finding tickets that have one of two tags

In this example, you want to find tickets that contain one of the tags "australia" or "japan". Use the following formula in a standard calculated metric with the COUNT aggregator:

IF (INCLUDES_ANY([Ticket tags], "australia", "japan")) THEN [Ticket ID] ENDIF

Finding tickets with multiple tags

In this example, you want to find only tickets that have both of the tags "united_states" and "italy". Use the following formula in a standard calculated metric with the COUNT aggregator:

IF (INCLUDES_ALL([Ticket tags], "united_states","italy")) THEN [Ticket ID] ENDIF

Finding tickets that don't have a tag

In this example, you want to find only tickets that don't have the tag "germany". Use the following formula in a standard calculated metric with the COUNT aggregator:

IF (NOT INCLUDES_ANY([Ticket tags], "germany")) THEN [Ticket ID] ENDIF

Finding tickets that have one tag, but don't have another tag

In this example, you want to find tickets that contain the tags "greece" and "india", but don't contain the tag "ireland". Use the following formula in a standard calculated metric with the COUNT aggregator:

IF (INCLUDES_ALL([Ticket tags], "greece","india")) AND NOT INCLUDES_ALL([Ticket tags], "ireland") THEN [Ticket ID] ENDIF

Finding tickets that contain a specific string in one of their tags

In this example, you'll use the wildcard character % to find tickets for which the requester tags contains the string "king". Use the following formula in a standard calculated metric with the COUNT aggregator:

IF INCLUDES_ALL([Requester tags], "%king%") THEN [Ticket ID] ENDIF

Using INCLUDE in a standard calculated attribute

In this example, you'll see how you can create a standard calculated attribute that tests for the presence of the tag "hawaii" and returns the text "Aloha!" when it is found. If it's not found, the formula returns "Hello". You can then use this in a filter, or add it as an attribute to the Rows or Columns panels in query builder.

Use the following formula in a standard calculated attribute:

IF INCLUDES_ANY([Ticket tags], "hawaii") THEN "Aloha!" ELSE "Hello" ENDIF

Finding tickets with no tags

In this example, you'll create a standard calculated attribute and use it as a filter. This attribute returns the string "No tags" for all tickets that don't have any tags and "Has tags" for tickets that do have tags.

Use the following formula in a standard calculated attribute:

IF (INCLUDES_ANY([Ticket tags], "%")) THEN "Has tags" ELSE "Does not have tags" ENDIF

Using INCLUDES in a standard calculated attribute with multiple conditions

In this example, you'll create a standard calculated attribute that returns different values depending on the tags found in each ticket:

• If the ticket contains either of the tags "united_states" or "canada", the attribute returns North America.
• If the ticket contains any of the tags "germany", "france", or "uk", the attribute returns Europe.
• If the ticket contains either of the tags "china" or "japan", the attribute returns Asia.
• If none of the tags are found, the attribute returns Other.

Use the following formula in a standard calculated attribute:

IF INCLUDES_ANY([Ticket tags], "united_states", "canada") THEN "North America"
ELIF INCLUDES_ANY([Ticket tags], "germany", "france", "uk") THEN "Europe"
ELIF INCLUDES_ANY([Ticket tags], "china", "japan") THEN "Asia"
ELSE "Other"
ENDIF

Filtering a specific tag from all metrics on a query

In this example, you've created a query that contains several metrics. You want to exclude all tickets that contain the tag Alaska from your results.

Use the following formula in a standard calculated attribute:

IF (NOT INCLUDES_ANY([Ticket tags], "Alaska")) THEN "true" ELSE "false" ENDIF

Now, add this attribute to the Filters panel of your query. Click the attribute you just added and configure the filter to only show True values.

Tag information collected by Explore

The tag information collected by Explore varies depending on the dataset you choose, but will include one or more of the following attributes:

Note: Explore stores the first 255 characters of each tag it collects. Any tag characters over 255 characters are ignored.

Attribute name	More information
Ticket tags	Returns the tags associated with a ticket. Available in the Support: Tickets, SLAs, Ticket Updates, Guide: Answer Bot, Guide: Knowledge Capture, and Talk: Calls datasets.
Assignee tags	Returns the tags associated with an assignee. Available in the Support: Tickets, SLAs and Ticket Updates datasets.
Requester tags	Returns the tags associated with the user who requested the ticket. Available in the Support: Tickets, SLAs, and Ticket Updates datasets.
Submitter tags	Returns the tags associated with the submitter of the ticket. Available in the Support: Tickets, SLAs, and Ticket Updates datasets.
Ticket organization tags	Returns the tags of the organization associated with the ticket. Available in the Support: Tickets, SLAs, and Ticket Updates datasets.
Requester organization tags	Returns the tags associated with the organization of the ticket requester. Available in the Support: Tickets, SLAs, and Ticket Updates datasets.
Updater tags	Returns the tags of the user who updated the ticket. Available in the Support: Ticket Updates dataset only.
Updater organization tags	Returns the organization tags of the person who made the ticket update. Available in the Support: Ticket Updates dataset only.
Agent tags	The tags associated with the agent for the Knowledge Capture event. Available in the Guide: Knowledge Capture dataset only.
Call agent tags	The tags associated with the agent for a Talk call. Available in the Talk: Calls dataset only.
Leg agent tags	Returns the Talk call leg agent's user profile tags. Each person that engages in a call has their own interactions with the system and are considered a different leg by the system. Available in the Talk: Calls dataset only.
Organization tags	Returns the organization tags of the call end-user. Available in the Talk: Calls dataset only.

For a full list of metrics and attributes you can use in Explore, see Understanding Explore datasets.