Explore recipe: Reporting on macros using tags

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10 Comments

  • Jared Vicencio

    Is there like an "AND" conditoinal feature for reporting on tags.  Example, I want to know how many tickets we responded to last month that have both TAg_1 and TAg_2?  Thanks.

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  • Marco
    Zendesk Customer Care

    Hi Jared,

    Thanks for posting regarding this! To achieve a report for tickets that have two specific tags, you will need to use standard calculated metrics. So for two tags, it would look something like this:

    IF (INCLUDES_ALL([Ticket tags], "united_states","italy")) THEN [Ticket ID] ENDIF

    For more information regarding this, you can check this article here: https://support.zendesk.com/hc/en-us/articles/360022183574-Reporting-with-tags#topic_q5d_dms_jkb

    Hope this helps you out! Cheers!

    Marco M. | Zendesk Support

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  • Simon

    Is there a report that show's how many times a particular macro has been used ? In summary form, I'd find this really helpful to track trends etc

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  • Brett Bowser
    Zendesk Community Manager
    Hey Simon,

    The best way to set this up is to have your macros also apply a tag when they're used. The above recipe would then walk you through creating a report to show macro usage based on those tags. Unfortunately there's no way to report on it outside of applying tags.

    Let us know if you have any other questions!
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  • Ellen Livengood

    I would like to do a report that tracks how many times a macro is used over time (weekly). The macro applies a tag, so the idea would be to count the number of tickets the tag was added to. Is this possible? Thanks

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  • Dave Dyson
    Zendesk Community Manager
    Hi Ellen,
     
    The best way to do this is via tagging and using Explore -- here's a recipe on. how to set that up: Explore recipe: Reporting on macros using tags
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  • Ellen Livengood

    Hi Dave, that link goes to this article :) The recipe above allows me to see how many tickets exist that have the tag (macro) applied. I want to see how many times the tag (macro) was applied in a given week, over time. Still not clear on how to do that.

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  • Simon

    Ellen,

    Yes, this is exactly what I am looking for too.

    I tried the above steps and it gave me a record of each time a certain macro was used with each ticket number. But what I really want is a summary, ie my agents used our 'Cancellation' macro 100 times in a week etc 

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  • Dave Dyson
    Zendesk Community Manager
    Hi Ellen and Simon -
     
    If you want to see how many tickets created per week have given tags, you can modify the above recipe in the following ways:
    1. In step 7, don't add the Ticket > Ticket ID attribute (or remove it, if you've already added it).
    2. If you're wanting to limit your report to specific tags, add a Filter for Ticket > Ticket Tags, and enter the specific tags you want to see data on.
    3. An easy way to set up a chart showing weekly values back to the beginning of the year would be to add another Filter on Date - Ticket Created set to This Year, and then go to Columns and add the attribute Time - Ticket Created > Ticket Created - Week of Year.
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  • Amanda Martin

    Hello - I'm trying to pull a list of agents who have applied a specific macro to a ticket. Is it possible to get to this data? The tag tracking does not tell me which agent may have applied the macro which triggered the tag.

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