Explore doesn't scan for the most common words used in your tickets. However, if you have automatic ticket tagging enabled, you can create a report based on the most commonly used ticket tags.
What you'll need
Skill level: Easy
Time required: 5 minutes
- Zendesk Explore Professional or Enterprise
- Editor or Admin permissions (see Giving agents access to Explore)
- Ticket data in Zendesk Support
How to create the report in Explore
- In Explore, click the report ( ) icon.
- In the Reports library, click New report.
- On the Select a dataset page, click Support > Support - Tickets, then click Start report. Explore opens a blank report.
- In the Metrics panel, click Add.
- From the list of metrics, choose Tickets > Tickets, then click Apply.
- In the Columns panel, click Add.
- From the list of attributes, choose Ticket > Ticket tags attribute, then click Apply.
- Click the visualization type icon (), then click Word cloud.
I've tried using Ticket Subject here, but the subject has to be the exact same as another one to be counted together. That's not a true word cloud, as it should be able to pick the most common single words out of all the ticket subjects.
Are there plans to expand this to Ticket Body? I'm trying to generate a word cloud for each team so they can see the most commonly used words in their tickets. Tags and Subjects don't suffice.
Unfortunately, there isn't anything on the roadmap for pulling key words out of the ticket subject or body at this time. I recommend posting in our Explore Product Feedback Community so this can be reviewed by our Product Managers.
In the meantime, it may be worth looking into automatic ticket tagging to utilize this recipe in capturing common ticket tags as mentioned in the beginning of this article.
I've tried to create this recipe, but every time I try to select Word Cloud, it just reverts back to Table. It will not change the chart type for me. Any thoughts?
For anyone interested, here is the the request from the Community so we can upvote this feature
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