Explore recipe: Finding tickets with a specific word in the subject

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7 Comments

  • Dominic

    Hi all,

    First off, thank you for this article, very cool!

    I realise this a year later, but I'm wondering if anyone can help me.

    I am trying to count tickets that haver certain keywords or strings in the subject line. If I create the attribute as per above, it always shows me "Has this word" "Does not have this word",

    If I just use a simple

    CONTAINS(LOWERCASE([Ticket subject]),"booking failure") then it still gives a TRUE = has keyword, FALSE = these tickets don't have this keyword.

    I have to report on dozens of keywords in the subject line and would ideally like to put these in a table, but the TRUE/FALSE is messing up my table.
     
    How can I just say IF this ticket contains keyword, show the number of those tickets.
     
    I have went ahead and created a standard metric instead of the attribute, but now it shows me the tickets in a column and since I need to add dozens, they will not fit. Please see below.
     
    I do realise I need to make this more efficient and not rely on subject line, I am working on it, but I need to still report on the tickets in the system with certain subject lines.
     
    Help?
     
    Thanks,
    Dominic
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  • Chandra Robrock
    Community Moderator
    Most Helpful - 2021

    @... You should be able to display the Metrics as a Row by clicking into Chart Configuration on the right-side menu and then Columns. When you have a Table visualization selected, you should see a checkbox to select next to the 'Metric on Rows' option. 

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  • Dominic

    @..., many thanks! That helps a lot.

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  • Dominic Jodoin

    Thanks for the great tutorial! I was wondering if it's possible to do something similar but instead of looking for keywords in a Ticket's subject, I would like to look for a string in any of the comments (i.e. public or private) on a ticket. For example, I would like to report on the number of tickets containing a link to our documentation site. Thanks!

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  • Rob Stack
    Zendesk Documentation Team

    Hi Dominic Jodoin, what you are looking for isn't currently possible, but it would indeed make a great feature. Can I suggest you add this to our feature requests section at https://support.zendesk.com/hc/en-us/community/topics/1260801325209

    That will bring it to the attention of the product team and enable other customers to vote for it. Thanks!

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  • Karen M.

    Hello, I have been looking for an answer and couldn't find the a way to do this:

    We have an specific e-mail address where some users are texting us and we need to forward it to the proper e-mail to create a Zendesk ticket (that's working and it's not a problem) , the issue is that Im trying to create a query where to list all the tickets that we have received and forwarded as mentioned.

    If I search on the Zendesk views (using the magnifying glass) and I can see them all but I'm trying to create a query to have a list, I can't find a formula, metric, attribute, etc to accomplish this.

    The e-mail is included in the body of the ticket, it doesn't show up as an asignee or submitter since it comes as a forwarded e-mail and the submitter would be one member of my team.

     

    Hope I could explain myself and hope someone has an idea or workaround for this

     

     

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  • Dane
    Zendesk Engineering
    @Karen 
     
    This can easily be done by the use of triggers and tags. If the element you are looking for is in the body of the email, you can create a trigger with the following condition and action. 
     

    For every ticket that will be created with the email you have specified on your condition the trigger will add a tag to it. Once the ticket has been tagged, it will be easy to make a query in Explore.
     
    Hope this helps.
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