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Reporting with tags



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Rob Stack

Zendesk Documentation Team

Edited Jun 21, 2024


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78 comments

Hey!

I can't seem to get access to the Metrics panel you mentioned in step 2. I was wondering if this is anything to do with the type of plan I have, or if I'm just missing a step on our current user interface?

Thanks!

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Gabriel Manlapig

Zendesk Customer Care

Hi Caitlan,
 
To create queries/reports, you will need to have at least Zendesk Suite Professional plan to have the Explore Professional. This includes the pre-built dashboards and tools to help you design, customize, and share your own reports.
 
For more information, please see this article Getting started with Zendesk Explore for reporting and analytics
 
I hope this answers your question. Thank you!
 

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Tejas  When I've tired a time tracking app the results were nonsensical, because agents tend to have more than one ticket open at the time.  How did you resolve that?

Thanks!

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Ewa Kondratowicz

time tracking only captures time for the active ticket in a browser tab. We also have agents who open multiple tickets at a time ( in same browser tab), but as soon as agent moves from one ticket to another the time gets paused for 1st ticket and starts for another one.

I hope this helps.

Thanks & Regards,

Tejas Patil

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Hi, which option should I use if I want to see hourly report for my tags? I want a report to show how many times a specific tag is used in each hour of the day?
Thanks

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Sabra

Zendesk Customer Care

Hey Amin! We don't track the timestamp of when a certain tag was added to a ticket. However, using the following metrics from the Updates History dataset, you may be able to create a custom attribute that you can then use on a report to see when the Tags field had a new value added.

[Changes - Field name], [Changes - Previous value], [Changes - New value]

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I'm trying to create a solution where a 4-digit number can be added as a Tag in a ticket to represent an Organization ID in our platform. Then, I'd like to create a report which counts how many of those types of tags were used in each ticket, to represent how many orgs are reporting the issue in said ticket. Is it possible to create a metric/attribute which only counts a ticket tag if it is a 4-digit number?

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Zsa Trias

Zendesk Customer Care

Hi Michael,

This seems to be achievable using a combination of our Explore functions here:

  • REGEXP_EXTRACT(_text,_regexp)
  • LENGTH(_text)

For example:

IF LENGTH([Ticket tags]) = 4 AND LENGTH(REGEXP_EXTRACT([Ticket tags], "\d{4}")) = 4 THEN
REGEXP_EXTRACT([Ticket tags], "\d{4}")
ELSE "false"
ENDIF

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Do we have a reporting functionality that can show when a tag is added into the ticket? Like the timestamp and updater/submitter details.

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Noly Maron Unson

Zendesk Customer Care

Hi Andrew,

Currently, this is not natively possible. Other users are discussing it here and you can add your use case there, Threads with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.

Hope this helps. 

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Good afternoon.

Is it possible to report out on a specific field and only the tag that corresponds to the drop down selection in the field?

 

For example I have a dropdown with 10 choices, each of those 10 choices has it's own unique tag. I want to report out on only choice 1 and show only the tag that corresponds with choice 1 in the dropdown.

 

Thanks in advance.

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Francis Casino

Zendesk Customer Care

Hello Jed,
 
Yes, it is possible. You may use the custom field attribute and filter it using the specific value or if you will use the tag instead, by creating a calculated attribute. 
 
IF (INCLUDES_ANY([Ticket tags], "united_states")) THEN True ELSE False ENDIF
 
Hope that helps!

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Need a bit of help on this one.

 

I have nested drop down fields and each value in the drop down field has a unique tag but ends with _US, _uk etc. Is there a formula I can use that IF _US is a tag on a ticket, it returns the exact value for that ticket?

 

Thanks you in

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Gab

Zendesk Customer Care

Hi Jed, 
 
You can create a trigger condition where:
 
Under meet ALL conditions
 
Ticket - Is - Created or Updated 
Tag - Contains at least one of the following - (insert tag)
 
Action: 
(Name of drop down ticket field) - Is - (ticket field value)
 
More information can be found here on creating triggers. 
 
I hope this helps. 

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Hi,

I've placed the 'tag' column in rows, and I want all tags to be displayed in one cell. Currently, if I have multiple tags on one ticket, one ticket appears in multiple rows, meaning I have duplicates. Can you help me? Thanks!

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Dainne Kiara Lucena-Laxamana

Zendesk Customer Care

Hi Anaana 

 

It might have something to do with how you arranged your attributes. Try adding ‘Ticket ID’ at the top, and then below would be the ticket tags. The arrangement is especially important with how the data loads in your report

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I am trying to make a query that filters by the inclusion of two tags. Above the example is "IF (INCLUDES_ALL([Ticket tags], "united_states","italy")) THEN True ELSE False ENDIF". I used this base formula, modified it to have my tags and it saves fine. However I cannot use this as a filter. Only as a Metric. It does not show up as an option in the Calculated Attributes in my Filters. How can I fix this? 

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Hello again, could I get some assistance with the above? 

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