Reporting with tags

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39 Comments

  • Christian
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    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.

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  • Vincent Dollet
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    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.

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  • Christian
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    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.

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  • Mark Leci
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    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. 

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

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  • Rob Stack
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    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

    Learn more about the Explore tag reporting enhancements EAP.

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

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  • Adrian M.
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    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 ?

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  • Rob Stack
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    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

     

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