Search for chats with specific tags or view popular tags to better understand your chat traffic.
Searching by tags in History
You can search for past chats that contain specific tags using an advanced search option in History. If you export search results, tag information is included in the CSV file.
Tags are indexed and searchable immediately after they're created.
To search for chats with specific tags
- Click the arrow next to the drop-down field to view advanced search options.
- In the Tags field, enter one or more tags to show results with any of those tags.
Note: When entering tags to search for, only chat tags will appear in the drop-down list of available tags. However, you can also search for trigger tags and API tags. For details, see Understanding different types of tags in Zopim.
- Click Search.
- Click on a conversation in the results to view the chat's tags, transcript, and other details.
Viewing top tags
Review your account’s top tags on the Home page of the dashboard. Viewing the most consistently popular tags can help you identify common questions or points of confusion. Similarly, a sudden surge in a certain tag might alert you to a potential issue.
The Top 10 tags looks at the last seven days, not including the current day, from 00:00 to 00:00 -7 days based on the account’s timezone. If you notice you've added tags but they're not appearing in your list of top tags, it could be because they are tags from the current day and they will only appear the next day.
More detailed analytics options for tags are planned for a future release.
The list shows the most frequently used tags, including chat, trigger, and API tags, over past seven days.The number of times a tag was used appears next to each tag in parentheses.
9 Comments
Is there a way to pull the analytics for the top tags over a period of time versus just the last 7 days for top tags?
I second Jonathan's question!
Hi Jonathan and Christopher,
Currently, there is no native analytics for tags inside the Chat dashboard. If you are using Chat with Support and you are using automatic ticket creation, you can use Insights to build a report against the tags (that also gets sent to the ticket).
Unfortunately, there are no plans in the 2018 roadmap to offer tag reporting within the standalone Chat experience.
Thanks,
Ramin
Hello!
I was wondering is there a way to search chat history only by specific set of tags. I am not asking about typing various tags in search and result that is showing all chats containing at least one of those tags.
For example I want to search chat by brand, platform and a department tag.
samsung, iOS, tech_support
I will get the results even for Android tag because it has Samsung as brand tag too.
Is there a way around this? Thank you.
Hello Miki! We discussed this in the request you submitted, but I'm posting this solution here, in case it helps future people who are trying the same thing!
If you search for those three tags, then export the chats with those 3 tags, you can filter in Excel to see only those chats with all 3 tags:
I hope this workaround helps!
Hi, good idea!
Thanks for the help.
using add tag trigger you can make like this , when someone from previous chat come again , then tag is show like in snapshot
Has any progress been made on this topic?
My question is still the same as Jonathans and Christophers two years ago:
'Is there a way to pull the analytics for the top tags over a period of time versus just the last 7 days for top tags?'
I have seen the answer from Jon but it would be nice to be able to do this within Zendesk :)
Hi Esther,
Currently, the only option to analyse tag data within Zendesk (without exporting a CSV) is using the Insights integration which requires access to the Support product and that you are creating tickets for each chat.
If you are doing that, you can build custom reports in Insights that report on the ticket tags.
We have no immediate plans to offer more complex tag reporting within the Chat product standalone in the next year.
Thanks,
Ramin
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