Announcing tag reporting improvements for Zendesk Explore

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12 Comments

  • Violeta Micu
    Community Moderator

    Hi @... is there anyway that i can use a similar function with "Like" in SQL?

    I would like to get a report that INCLUDES all tags that contain a certain word. I have 200 tags that contain:  "tmplt_". After dash "_" there are different words depending on the template we use. 

    Currently i selected all of them as attributes but i need some more complex report so i have to build a metric for that.

     

    Thanks,

    Vio

    0
  • Vincent Dollet
    Zendesk Product Manager

    Hi Violeta Micu, you can use the "%" wildcard:

    IF (INCLUDES([Ticket tags], "tmplt%")) THEN [Ticket ID] ENDIF

    Hope that helps

    2
  • Violeta Micu
    Community Moderator

    yes it works @.... Thanks a lot :) !

    0
  • Violeta Micu
    Community Moderator

    Hello @..., me again.

    I applied the metric you recommend:

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

    The things is that i don't want to count ticket ID's but tags. If a ticket id has 2 tags that contain "tmplt" i want to see the value 2. Now with this formula the result is 1 and tickets id's are unique.

    Can you help me with this one? 

    Thanks,

    Vio

    0
  • Tim Grimshaw

    Hi Vincent!

    I'm just trying to get my head around the first example - the "How can I count tickets that have not been closed by merge or contain the tag “misfire”?" one. 

    Assuming that heading means that you want to count any tickets that do not have EITHER the closed_by_merge tag, OR the misfire tag - wouldn't that need the NOT INCLUDES_ANY function there? 

    At the moment I would assume that the example listed is counting any tickets that don't have BOTH the closed_by_merge AND the misfire tags... if you see what I mean? 

    Or am I reading the heading incorrectly....

    Only asking because I stumbled across this and thought that the first example was what I was after to exclude any of those tags... but then realised it wasn't doing what I was thinking it was doing :) And changing it to NOT INCLUDES_ANY then did what I was after. 

    0
  • Vincent Dollet
    Zendesk Product Manager

    Hello Violeta Micu, the INCLUDES function will currently return TRUE for tickets that include all / any / none of the tags. At the moment, it will not allow you to count tags. I'm curious - could you please share your use case?

    Hello Tim Grimshaw, good catch - I agree the wording was ambiguous. I've changed the wording "or" into "nor". The intention of that example is to exclude all tickets that have BOTH "closed_by_merge" and "misfire". NOT INCLUDES_ANY is indeed the way to go to exclude tickets that have any of the specified tags.

    0
  • Violeta Micu
    Community Moderator

    Thanks @... for your answer and interest.

    So we are using Macros to define some templates for your 1st Level agents that sent replies to the customers. The Templates make their life easier because we have identified what are the most of our customer's questions and we made predefined answers.

    Each Macro (that contains a template) has a tag. They can apply also 2 ore more templates in one ticket. 

    Now the managers want to see a report that includes the number of replies compared with the volume of macros used. This is why in my formula i think it should be "IF...THEN COUNT Ticket tags "tmplt_%". Having "THEN [Ticket Id] i guess it counts as you said all tickets that have at least one tag that contains "tmplt_%"

    I tried a lot of functions from Expore list to see if i get something, unfortunately no success. Do you have any idea? Or maybe in the future?

     

    0
  • Vincent Dollet
    Zendesk Product Manager

    Thanks for sharing your use case Violeta Micu. As of today, you can create one custom metric to track the usage of one macro (= 1 tag). It means you would need to create as many custom metrics as you have macros you would like to track. To track overall macro usage, you could then sum them up. Hope that makes sense.

    Looking at the bigger picture, we had started discussing the need to enable better reporting on macro usage. I unfortunately don't have an ETA yet.

    0
  • Violeta Micu
    Community Moderator

    Unfortunately, i have 200 tags and new ones each week.

    I will use the formula as it is currently and i want to ask you something. Why it happens sometimes that metrics are affecting each others results?

    i didn't changed anything in the Date and i don't have any other attribute. I just added the metric Count Public Comments and i have different results. 

     

    0
  • Vincent Dollet
    Zendesk Product Manager

    Hi Violeta Micu, let me reach out to you via email to understand the behaviour you're describing

    1
  • Stephen Belleau

    @... I've seen similar behavior to what Violeta Micu describes as well. It's almost like the hourly sync goes back and forth between old/new values until the new data eventually sticks. At least, that's what it seemed like. Any chance you can report back with what you discover?

    0
  • Vincent Dollet
    Zendesk Product Manager

    Hi Stephen Belleau, in Violeta's case, the issue came from the chosen aggregator (COUNT) which led to double-counting some tickets. By using a D_COUNT aggregator, it ensured that tickets would only be counted once. Hope that helps!

    1

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