Explore recipe: Reporting on macros using tags

Return to top

12 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.

    0
  • 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

    0
  • 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

    0
  • 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!
    0
  • 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

    0
  • Dave Dyson
    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
    0
  • 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.

    0
  • 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 

    0
  • Dave Dyson
    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.
    0
  • 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.

    0
  • Ola Timpson

    I'm looking to do the same thing Amanda has asked about. Anyone got advice on seeing which agents have applied a specific macro?

    0
  • Gab Guinto
    Zendesk Customer Care
    Hello there,

    I'm afraid there's currently no option to report on this using the attributes natively available in Explore. This may be possible if there is a dedicated custom field specifically made to track macro usage. You can then utilize the field changes attributes under Updates history to check for the Updater name on these updates.
    0

Please sign in to leave a comment.

Powered by Zendesk