Viewing and analyzing tag data

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9 Comments

  • Jonathan Vorasane
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    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?

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  • Christopher S
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    I second Jonathan's question!

     

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  • Ramin Shokrizadeh
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    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

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  • Miki
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    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.

     

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  • Jon Daniels
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    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!

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  • Miki
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    Hi, good idea! 

    Thanks for the help. 

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  • JISL
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    using add tag trigger you can make like this , when someone from previous chat come again , then tag is show like in snapshot

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  • Esther
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    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 :)

     

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  • Ramin Shokrizadeh
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    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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