Reporting with tags

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28 Comments

  • Ellen Livengood
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    Question:

    I have a query set up that counts tickets created by org in three ways. 1) total tickets for the org, 2) tickets with a certain tag, and 3) tickets without the same tag. All of this works fine.

    However, I now need to exclude (at a global level in my query) all tickets created where the org name is NULL, in which case there is also a tag applied to the tickets ("email_ticket"). These are tickets that we auto-close when someone else's ZD instance starts auto-responding to our tickets to avoid an endless loop.

    My problem is: I cannot see a way to exclude tickets where org name = NULL/empty (although I could do this in Insights). OR, if I have to use the "email_ticket" tag and exclude it from all three counts, what is the best way to do that? 

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  • Oliver Jackson
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    The above is deeply frustrating. :(

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  • Dan Kondzela
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    Hi Ellen,

    If I am understanding correctly I believe you may be able to achieve your end goal by navigating to your Result Manipulation options and hide columns/rows. More information on this process can be seen here - https://support.zendesk.com/hc/en-us/articles/360022366993-Hiding-rows-and-columns

    You would need to identify the appropriate column or row that is tied to null value Orgs and hide that from your table.

    @Oliver

    I'm sorry to hear of the frustrations! I can understand the need to be able to report on that and strongly recommend you submit your feedback to our Explore feedback forums https://support.zendesk.com/hc/en-us/community/topics/360001200913-Explore-Product-Feedback-and-Discussion

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  • Ellen Livengood
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    Hi Dan-

    I did look at the hide rows/columns option, but I don't know how that would work. My results by default are sorted by number of tickets, so the row that contains the NULL org is not always the same row. Any other thoughts?

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  • Dan Kondzela
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    Hi Ellen, thanks for your patience.

    This seems tied to an ongoing investigation with our Explore, so I have created a ticket on your behalf and escalated it to our Engineer team!

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  • Fiona
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    Is it possible to change what the tag says when displayed in a dashboard? For example, I have a system whereby a tag is added to a ticket based on what the customer selects as the contact reason. I have a query to pull counts of these tags so we can see why customers are contacting us. However, my naming convention for the tags (to make them easy to identify) is contact_reason_general_inquiry, contact_reason_return etc etc. Is there a way to change the name of the tag displayed in the dashboard/query to make them easier to read, ie. 'general inquiry', 'return' etc?

    Thanks!

    Fiona

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  • Laura Adams
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    Hi Fiona, 

    For my reports I rename my tags with the 'Renamed set' feature. Hope this helps!

    https://support.zendesk.com/hc/en-us/articles/360022367993-Explore-recipe-Using-renamed-and-ordered-sets-to-change-displayed-values

     

    Regards,

    Laura.

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  • Fiona
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    Oh my goodness! Thank you so much, I wouldn't have known what to search to find that article. Very helpful, thank you!

     

    Fiona

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  • Jessica Blake
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    Hi Jessie, I answered you in another thread here, but posting this for posterity!

    For reporting on groups of tags in a ticket, you can use the metric below:

    IF (CONTAINS([Ticket tags],"vip") AND CONTAINS([Ticket tags], "laptop")) 
    THEN [Ticket ID]
    ENDIF

    Let me know how you go with this.

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  • Erin Slovitt
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    Hi,

    I have followed the instructions in this article to use a standard calculated metric to show tickets with a specific tag but it is not working. I have used the formula provided in the example: IF ([Ticket tags]="csat") THEN [Ticket ID] ENDIF and have obviously added in my own tag in the place of csat. It looks like this:

    IF ([Ticket tags]="tasks_created_subticket") THEN [Ticket ID] ENDIF

    When I follow the subsequent instructions to use this in a query, it is not producing any results and I receive this error:

    Please help.

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  • Francesco
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    Hello Jessica,

    I made a custom metric as you suggested to Jessie, so like this:

    IF (CONTAINS([Ticket tags],"vip") AND CONTAINS([Ticket tags], "laptop")) 
    THEN [Ticket ID]
    ENDIF

    But it can't make it work: I always get 0 results. I think this is due to a technical limitation on Explore, since this article also says that "You cannot currently filter a query to return tickets that have two or more specific tags (an AND condition)." 

    Is this the case? Is the Explore team going to implement this feature in the future?

    We make many reports based on multi-tag analysis so it'd be really useful for us.

    For instance, in Insights we successfully created a report that tells us which ticket tags are in use (so just like this example), but it also limits the results to the ticket that already have another tag.
    I.e. this way we can check which tags are used just in the tickets that are already tagged with "laptop", instead of making the system search in the whole database. If a ticket is tagged with "laptop" AND "vip" and 3 other tickets are tagged with "laptop" AND "hardware" the report would return "1" for the row "vip" and "3" in the "hardware" row, but it wouldn't consider other tickets that haven't the "laptop" tag. I hope this is clear enough. 

    Thank you. 

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  • Ruel Antonio Calvelo
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    Hi Erin,

    The error “Only partial results are visible for this query because the underlying SQL returns more than 50,000 rows. To limit the performance issue, each delegated SQL query is restricted to 50,000 rows” means that the query you are trying to run is too large. For the sample you provided, you may add a date filter for the query to work. Per testing in your account, the error happened probably because using the metric on its own is too much data. In other words, the data is too large sans date filtering. 

    Thank you. 

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  • James Sanford
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    Hey Francesco!

    We've already reviewed this in a ticket separately but I'm posting here as well after stumbling upon your question for visibility to others.

    After having reviewed the end goal of the reports you were looking to replicate we were able to confirm that the issue you were seeing was the limitation outlined in the notes of this article.  Our teams are aware of this limitation and working to ensure that this type of reporting can be achieved within Explore in the future.

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  • Mandvi Singh
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    hey!

    I dont get [Ticket tags] instead i have option of [Obsolete - Ticket tags]. Can someone help?

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  • Roslyn Officer
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    I am also experiencing issue where Obsolete - Ticket tags has appeared in my report.  They were not labeled Obsolete previously.

     

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  • Vincent Dollet
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    Hi Mandvi, Roslyn, thanks for reaching out. We will soon be releasing new versions of the datasets. Among other changes, we will be introducing new versions of the Tags attributes, which will - eventually - give you more flexibility to build complex queries. However don't worry, the legacy / obsolete Tags attributes will still work.

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  • Devon Hicks
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    Vincent, 

       Will there be any information related to what this new flexibility will be released alongside the new dataset? Also, do we have to clone our queries into the new dataset? 

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  • Vincent Dollet
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    Hi Devon, we're working on better tag conditions, which will enable you to report on combinations of presence & absence of specific tags. The availability timeline of this new functionality is TBC and will be based on these new tag attributes. These attributes will automatically appear in all prebuilt & managed datasets. If your queries are already in these datasets, you will not need to clone/move them.

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  • Lotte
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    Hi Vincent,

    Will this also include reporting on presence & absence of tags containing specific strings/starting with a specific string? That would be very helpful for us.

     

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  • Liam Kelly
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    Vincent, 

    Would this new functionality allow us to ignore a certain subset of tags when running reports on tags. 

    We use a specific report to ensure our tickets are being tagged, we would like to be able to see all tickets that only have user tags applied. 

     

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  • Ayal Kellman
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    Hoping for good features from this functionality. Will it include being able to add a data filter of tags so we can see the instances of tickets with tag __ over time?

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  • Vincent Dollet
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    Hi Lotte, while 'partial' match will unlikely make it in the first release, it's on the backlog (no ETA yet)

    Hi Liam, I'd need more information to ensure I get your use case right. Among the use cases we're looking at, you will be able to pull all tickets which do not have a specific set of tags. You'd therefore be able to pull a list of tickets that include specific user tags and that are missing other specific tags. That should help you verify that your tickets are being tagged correctly. Does that make sense?

    Hi Ayal, you will be able to plot your data as time series, which will enable you to visualise the volume of tickets with tag X created by month/week.

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  • Ayal Kellman
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    Thanks, Vincent!

    Do you have an estimated ETA for the first release? 

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  • Vincent Dollet
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    We are planning to ship the first release by end of year. We should have more information on the timeline by end of September '19.

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  • Judd Higgins
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    This statement is so incredibly frustrating: "Because of the way tags are stored, you cannot use filters to exclude tags from a report."

    I have no way of filtering out tickets that are outliers that are negatively effecting our First Reply Times and other metrics because Zendesk can't perform a basic function of excluding tags.

    This is basic functionality that even Help Scout had when we used that Help Desk.

    See Community Feedback thread here: https://support.zendesk.com/hc/en-us/community/posts/360029386094-Exclude-ticket-tags

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  • Julia
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    So, if I understand correctly, it's currently not possible to break down a group of tickets sharing the same tag into smaller groups based on other tags (so search for tickets which share two or more tags).

    "We are planning to ship the first release by end of year. We should have more information on the timeline by end of September '19."

    Is the release including this feature still scheduled for 2019? Or did it change?

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  • Vincent Dollet
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    Hi Judd, Julia, thanks for reaching out. We are actively working on tag reporting and are planning to launch an EAP by the end of year. Thank you for your continued patience

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