Announcing Zendesk Explore tag reporting enhancements EAP

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15 Comments

  • Stephen D
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    If this works as advertised, it'll remove my last hurdle for switching from insights.

    Great job team!

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  • Greer Davis
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    I noticed one of the requirements is allowing account assumption. We have highly sensitive law enforcement data and can't (per our security policy) allow this to "anyone". We can do background checks on some individuals which would allow this - is there any way to work with us so we can implement this? This has been a huge hurdle for us as well and not being able to participate because we can't allow assumption is particularly devastating.

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  • Vincent Dollet
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    Hi Stephen D, it works as advertised :) Looking forward to your feedback!

    Hi Greer Davis, sure thing, I'll reach out to you directly.

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  • Justin Federico
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    Will any of the more common calculated metrics to come out of the program be included as selections under Filters? A "closed by merge" filter would have been good to have out of the box.

    -or-

    Might there be a place where these types of examples can be shared?

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  • Vincent Dollet
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    Hi Justin Federico! Great ideas - don't hesitate to post them in the EAP community so that the community can better discuss and prioritise suggestions / pains. Thank you!

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  • Violeta Micu
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    I really needed this for our Explore reports. Hope that it works as is described :D.

    @Vincent Dollet do you know something about a "LIKE" function for Tags? I have some tags that have a common part (tag_subcategory where subcategory is common) and i would need to bring in a query all data that is "LIKE %_subcategory". Is this possible? I didn't find this information yet in your kb's.

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  • Rob Stack
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    Hi Violeta Micu 

    You can use wildcards with the new tag reporting EAP functionality. In this example, you use the wildcard character % to find tickets for which the requester tags contains the string "king":

    IF INCLUDES([Requester tags], ARRAY("%king%")) THEN [Ticket ID] ENDIF

    For more information, see https://support.zendesk.com/hc/en-us/community/posts/360038309694

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  • Violeta Micu
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    Awesome! Thanks Rob! I just received the confirmation that the feature have been activated for our instance so i will test it and come back with feedback :)

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  • Winslow Jenkins
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    Vincent Dollet We are also interested in the EAP but have security issues we need to clear first regarding assumption.

    Please reach out to me so we can get the ball rolling, this seems like a great tool to have!

    Winslow

     

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  • Scott Stephen
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    I have tried this many different ways and you do not seem to be able to stack the tags to prevent multiple items from showing (either single, or multiple). No amount of OR statements or ARRAY additions have the desired effect.

    It would be much easier if you could just select "any" or "all" when adding a filter for ticket tags, as needed.

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  • Vincent Dollet
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    Hi Scott Stephen, thanks for reaching out. What are you not able to achieve?

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  • Ben Appell
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    Vincent Dollet - I am also interested in trying this out, but also have security concerns as we deal with sensitive medical information. Could you please reach out to me as well to explain more details?

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  • Vincent Dollet
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    Hi Ben Appell, no problem - I've reached out to you by email. 

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  • Shara Hutchinson
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    I'm interested in trying this feature out . Please enable it. 

     

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  • Vincent Dollet
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    Hi Shara Hutchinson, don't hesitate to sign-up here!

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