Reporting with tags

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78 Comments

  • Christian

    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
    Zendesk Product Manager

    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

    @... > 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

    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
    Zendesk Documentation Team

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

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  • Rob Stack
    Zendesk Documentation Team

    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.

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  • Christian

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

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  • Adrian M.

    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
    Zendesk Documentation Team

    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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  • Bart

    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?

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  • Rob Stack
    Zendesk Documentation Team

    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!

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  • Rylan Roach

    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.

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  • Tejas Patil

    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

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  • Rob Stack
    Zendesk Documentation Team

    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!

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  • Marina Storozhenko

    Hi, I'm having a problem with a weekly tag reporting, the 2 issues are shown on the screenshot

    Please help.

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  • Marina Storozhenko

    Rob Stack can you help please? Or Brandon Tidd? I have the same problem on other report where the date sequence doesn't show correctly too.

    Thanks.

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  • Brandon Tidd
    Community Moderator

    Hey Marina Storozhenko - The links down the left hand side will appear in non-sequenced order, but you can sort the results by leveraging the "Sort" link at the very bottom of your screen cap. Alternatively you can use results manipulation (see image below).  As far as your missing tags, would you be able to drill into to those tickets specifically to see what the expected tags would be?  

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  • Jessica Baumhour

    Hello, 

    I am looking to calculate a CSAT score for a dashboard.

    I need to calculate all the positive responses (identified by specific tags - e.g. rating of 4 and 5) and divide this by all the responses (identified by specific tags - e.g. ratings of 1,2,3,4,5) and multiply this by 100. 

    Any insight on how to do this would be greatly appreciated!

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  • Tim Grimshaw

    Hi Everyone!

    Apologies if this has been answered somewhere... I've been hunting around, but can't find anything specifically related to the 'Support: Ticket Updates' data set.

    Is there a way to report on which tickets have had a tag of 'test' at some point (e.g. they had the 'test' tag for x number of updates, but it has since been removed)? Basically using:

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

    ... but using that at the update level rather than at the ticket level? From everything I've tried so far with both filters, metrics and custom metrics, I can only get it to show tickets where the 'test' tag is still on the ticket - but not where one of the updates was done to add the tag (even if it was subsequently removed).

    Kind of like using this... but I made this up and it's not actual code  😂

    IF ([Changes - Field name] = [some way to reference the group of tags] AND 
    [Changes - New value] contains "test") THEN
    [Ticket ID]
    ENDIF

    Anyway, if anyone has any ideas on how to see a report listing any tickets which have had a tag of 'test' on them at some point in their history, I'm all ears! 

    (our alternative is to e.g. add a 'test-historical' tag which we currently do with some other tags - it gets kept on any ticket where the test tag was added, but the historical tag remains even when the original tag is removed - but ideally there would be a way report on tags on the ticket at the time of the ticket update - as a snapshot in time) 

    Thanks for anyone's thoughts!

    Tim

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  • Rob Stack
    Zendesk Documentation Team

    Hi Tim Grimshaw, to the best of my knowledge, you can't do this in-product (though your work-around is cool!). However, I would recommend posting this question in our Q and A community forum where it will get more visibility. I wouldn't be surprised at all if someone else knows a good way of doing this.

    See https://support.zendesk.com/hc/en-us/community/topics/360001200893

     

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  • Tim Grimshaw

    Thanks Rob! I've put a new post up over on https://support.zendesk.com/hc/en-us/community/posts/360048842354-Reporting-on-Tag-changes-in-the-Support-Ticket-Updates-data-set- - will wait to see if there's any bites! 😀

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  • Robert DelFave

    I am having trouble creating a tag related calculated metric. I need to find the total count of tickets solved and total tickets that contain two specific tags. I was able to create the below but it's only for solved tickets:

    IF ([Ticket status - Unsorted] = "Solved" OR [Ticket status - Unsorted] = "Closed")
    AND (INCLUDES_ALL([Ticket tags], "engage_squad","intercom_chat"))
    THEN [Ticket ID]
    ENDIF

    Any help would be great!

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  • Rob Stack
    Zendesk Documentation Team

    Hi Robert DelFave thanks for the question.

    One way to do this would be to create a metric just for the ticket tags, for example:

    IF (INCLUDES_ALL([Ticket tags], "engage_squad","intercom_chat"))
    THEN [Ticket ID]
    ENDIF

    Then, in your actual query, add a filter for Ticket status - Unsorted and choose the two values you want to filter by. Might that work for your use case?  Thanks!

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  • Robert DelFave

    Thanks Rob, that seemed to help! Is there a way to see side-by-side tickets that are solved/closed AND inbound tickets?

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  • Rob Stack
    Zendesk Documentation Team

    Hi Robert DelFave glad that helped!

    You can certainly display metrics side-by-side using the Table visualization. I assumed your definition of inbound tickets was "Unsolved tickets". Her's an example (you can add as many metrics as you want):

    I added a filter to restrict results, but you don't need to do that. You'll find a list of all the metrics and attributes you can use for Support in this article: https://support.zendesk.com/hc/en-us/articles/360022182114

     

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  • Robin Kofoot

    Hi, I'm trying to make a report that kind of shows 2 reports in one. We have a tag, jira_escalated, that I want to see how many tickets had that tag vs all tickets. When I put the tag attribute in and filter, it only shows the tickets with that tag. I want to see them compared to total tickets. I can't seem to see a way to do this.

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  • Adrian M.

    Hi, Since I couldn't figure out a way to do it, I follow up on my previous question which was answered positively

    In insights it was possible to apply a filter based on tags to an entire query and get for example a heatmap of FRT and corresponding tickets:

    Filter:

    In Explore I cannot figure it out how I can restrict the FRT only to certain tickets based on tags, like it was possible in Insights and was answered it will be possible.

    Can you please help me with this? We have certain tags that we apply manually for example to outliers, so that they are not included in the FRT calculation, for accuracy. Is there a way to be able to have the same result in Explore?

    Thanks in advance!

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  • Brandon Tidd
    Community Moderator

    Hi Adrian M.

    You should be able to select Ticket Tags as a filter to exclude.  Hope this helps!

    Brandon Tidd
    729 Solutions

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  • Adrian M.

    Hello Brandon Tidd and thanks for the answer !

    I guess it was right in front of my eyes, but my mind got biased from Insights that the simple filtering by tags doesn't work. :)

    Good day!

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  • Saxon Clay

    How can I utilize attribute sets or groups in conjunction with "INCLUDES_ANY"? 

    For example, I've created an attribute set known as 'Ticket Workers' which includes the assignee tags of our various team names. All of these together should report on every member of every team. 

    I'd like to use this set instead of manually typing out each individual team name, but I can't seem to get INCLUDES_ANY to read an attribute set. For example:

    IF INCLUDES_ANY([Assignee Tags], [Ticket Workers]) THEN [Assignee Name]

    I feel like this would be one of the major benefits of attribute sets but I can't find this kind of function documented anywhere. I feel like there is some way to "pull" values out of a set for comparison purposes, but I couldn't find it. 

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