Reporting with tags

Have more questions? Submit a request

44 Comments

  • Christian
    Comment actions Permalink

    I've got to add that the lack of being able to use multiple tags, even in creative ways by trying to create a calculated metric first, is frustrating. We currently have a need for this with parent/child tags, and I've been unable to create any results using Explore that I was previously able to do within GoodData thanks to its (seemingly more robust) MAQL.

    I've even tried using the "show without certain tags" work-around, but because the comparison value already has a tag criteria, the secondary does not work because I can only compare the child tag against ALL tickets, not against the parent tag tickets.

    C'mon Zendesk, if you're wanting us to switch over from GoodData, you've got to have a replacement solution which is superior.

    0
  • Vincent Dollet
    Comment actions Permalink

    Hi Christian, good news - we're actively working on a new function that will enable you to report on tickets that have and/or are missing specific tags. We'll get back to the community as soon as we have a timeline for the EAP.

    1
  • Christian
    Comment actions Permalink

    Vincent Dollet > That's great! It will really help us with our reporting. It's frustrating that we can do it from a Zendesk ticket search, but the results aren't meaningful data. ;) Please keep us apprised of the EAP availability.

    0
  • Mark Leci
    Comment actions Permalink

    I'm also keen to be able to report on tickets with a specific tag (as a list not a count). This is one of the things currently blocking us from moving to Explore reporting. 

    0
  • Rob Stack
    Comment actions Permalink

    Hi Mark, thanks for the feedback. We hope to have an announcement soon about this.

    0
  • Rob Stack
    Comment actions Permalink

    Hi everyone, I know this is a popular ask. We've just opened an EAP that gives much improved tag reporting functionality.

    This EAP adds a new Explore function, "INCLUDES" that provides much requested new capabilities for tag reporting in Explore including:

    • Finding tickets containing a tag
    • Finding tickets with multiple tags
    • Finding tickets that don't have a tag
    • Finding tickets that contain a specified string in one of their tags

    UPDATE: The EAP is now closed and the new tag reporting functionality is now part of the product.

    1
  • Christian
    Comment actions Permalink

    I saw the announcement emailed last night - so excited to give this a whirl! :)

    1
  • Adrian M.
    Comment actions Permalink

    Just started researching Explore. Will this EAP allow to filter out tickets with a certain tag from a report? Example I want to get the first reply time for tickets that don't have tag excluded_reports. Like it is done in Insights and presented in this article ?

    0
  • Rob Stack
    Comment actions Permalink

    Hi Adrian M. Yes, you can do this. Take a look at this article for some examples - https://support.zendesk.com/hc/en-us/community/posts/360038309694

     

    0
  • Bart
    Comment actions Permalink

    Heya Rob Stack

     

    Is there any way to not limit tags to just 99 values? I'm trying to create a report where it's simply tags used per week. At the moment this is limited to just 99 values. Using insights you would use the WHAT as #Solved Tickets by the HOW as #Ticket Tag and #Week Ticket Solved and you would get every tag within that list. Is there a way to do this with explore where tags are not limited to just the first 99?

    Thanks to anyone who knows why there is a limitation or if this limitation is in place due to explore still being in Beta?

    0
  • Rob Stack
    Comment actions Permalink

    Hi Bart thanks for the feedback. I tried the report you suggested and was unable to replicate the problem. Please let me know if this continues and I'll open a ticket on your behalf so we can dig-in and find out what's going on. Thanks!

    0
  • Rylan Roach
    Comment actions Permalink

    Hey,

    Can we do this in the SLA Dataset also where we exclude Tickets that contain a particular Tag? If yes, then how can we do this? Looking for some suggestions on how to eliminate Tickets which contact a particular Tag in the SLA Dataset.

    I've implemented this in the Tickets Dataset, but I'm having some difficulty in doing the same thing in the SLA Dataset.

    Thanks,

    Rylan.

    0
  • Tejas Patil
    Comment actions Permalink

    Rob Stack the link you have provided for EAP is not working giving an error

    "You're not authorized to access this page"

     

    Regards,

    Tejas Patil

    0
  • Rob Stack
    Comment actions Permalink

    Hi Tejas Patil, thanks for spotting that outdated reference in the comments section!

    The tag reporting functionality EAP is now closed and the functionality you see in this article is now available in Explore Professional. Thanks!

    0

Please sign in to leave a comment.

Powered by Zendesk