Tags are words, or combinations of words, that you can use to add more context to tickets. You can assign tags to tickets, users, organizations, and chats. You create, assign, and manage tags in the Zendesk Support console.
Tags are stored differently than other Zendesk objects and might require more consideration when you use them to generate reports. For example, while a ticket can be in only one group or have only one status at a time, a tag can be added to multiple tickets and a single ticket can contain multiple tags.
In this article, you'll learn how you can use tags in your Explore reports and see some examples. You'll also find out what tag information is collected by Explore. For an in-depth look at tags, see About tags.
This article contains the following topics:
Examples for using tags in reports
These examples illustrate the basic operations you can perform with tags in your Explore reports. The Ticket tags attribute is used throughout, but you can apply the same principles to any other tag attribute.
If the tag you intend to use is automatically generated by a field (like drop-down lists, multi-select lists, and checkboxes) consider using the custom field attribute instead. Custom field values load faster and have easily identifiable values. For more details, see Reporting with custom fields.
This section contains the following examples:
Reporting on all ticket tags in use over the last 30 days
This is a simple report that shows all of the ticket tags you're using and the number of tickets that are associated with each tag for the last 30 days.
To show all ticket tags in use over the last 30 days
- Open a new report using the Support - Tickets dataset.
- In the Metrics panel of the report builder, add the metric COUNT(Tickets).
- In the Rows panel, add the attribute Ticket tags.
- In the Filters panel, add the attribute Ticket created - date.
- Click the Ticket created - date filter and configure the date range for the last 30 days.
Your chart will look similar to the following example. You can click the Tickets column heading to sort the list by ascending or descending number of tags.
Reporting on ticket tags using filters
In this example, you'll create a report that uses a filter to return only tickets that contain a specific tag (in this case, checked_by_manager).
Before diving into the example, there are a few important things to note:
- If you want to filter by multiple tags at the same time, use the formula in Finding tickets with multiple tags instead. Selecting multiple tags in the Filters panel multiplies the report's metric values by the number of matching tags. For more information on why this happens, see Why do my metric values increase when I filter my report by multiple tags?
- If you want to check which items don’t have one or more tags, use the formula in Finding tickets that don't have a tag instead. You can't use report filters to exclude tags.
To create the report
- Open a new report using the Support - Tickets dataset.
- In the Metrics panel of the report builder, add the metrics COUNT(Solved tickets) and COUNT(Unsolved tickets).
- In the Rows panel, add the attribute Ticket group.
- In the Filters panel, add the attribute Ticket tags. Then, click this attribute to open the filter menu.
- Select the tag you want to show in the report (in this case,
checked_by_manager).
You'll see a count of tickets that contain the tag you chose.
Reporting on ticket tags using standard calculated metrics and attributes
In this section, you'll learn how to use functions that give you much more power and flexibility when reporting on tags. The basic tag reporting operations are:
- INCLUDES_ANY: Returns tickets with at least one of the supplied tags.
- INCLUDES_ALL: Returns tickets that have all supplied tags.
- NOT INCLUDES_ANY: Returns tickets that don't include one of the supplied tags. If the ticket includes any of the supplied tags, it's excluded.
- NOT INCLUDES_ALL: Returns tickets that don't include all of the supplied tags. The ticket must contain all of the supplied tags to be excluded.
To use these examples, you'll need to be familiar with standard calculated metrics and attributes and understand how to write formulas. Additionally, you can use the wildcard (%) character before or after a tag to return matching results.
This section contains the following examples:
- Finding tickets containing a tag
- Finding tickets that have one of two tags
- Finding tickets with multiple tags
- Finding tickets that don't have a tag
- Finding tickets that have one tag, but don't have another tag
- Finding tickets that contain a specific string in one of their tags
- Finding tickets with no tags
- Returning specific values when a certain tag is present
- Filtering a specific tag from all metrics on a report
- Using INCLUDES in a standard calculated attribute with multiple conditions
- Using INCLUDES in a standard calculated metric
Finding tickets containing a tag
In this example, you want to find tickets that have the tag "united_states". Create a standard calculated attribute with the following formula and use it as a filter in your report.
IF (INCLUDES_ANY([Ticket tags], "united_states")) THEN True ELSE False ENDIF
Finding tickets that have one of two tags
In this example, you want to find tickets that contain one of the tags "australia" or "japan". Create a standard calculated attribute with the following formula and use it as a filter in your report.
IF (INCLUDES_ANY([Ticket tags], "australia", "japan")) THEN True ELSE False ENDIF
Finding tickets with multiple tags
In this example, you want to find only tickets that have both of the tags "united_states" and "italy". Create a standard calculated attribute with the following formula and use it as a filter in your report.
IF (INCLUDES_ALL([Ticket tags], "united_states","italy")) THEN True ELSE False ENDIF
Finding tickets that don't have a tag
In this example, you want to find only tickets that don't have the tag "germany". Create a standard calculated attribute with the following formula and use it as a filter in your report.
IF (NOT INCLUDES_ANY([Ticket tags], "germany")) THEN True ELSE False ENDIF
Finding tickets that have one tag, but don't have another tag
In this example, you want to find tickets that contain the tags "greece" and "india", but don't contain the tag "ireland". Create a standard calculated attribute with the following formula and use it as a filter in your report.
IF (INCLUDES_ALL([Ticket tags], "greece","india")) AND NOT INCLUDES_ALL([Ticket tags], "ireland") THEN True ELSE False ENDIF
Finding tickets that contain a specific string in one of their tags
In this example, you'll use the wildcard character % to find tickets for which the requester tags contains the string "king". Create a standard calculated attribute with the following formula and use it as a filter in your report.
IF (INCLUDES_ALL([Requester tags], "%king%")) THEN True ELSE False ENDIF
Finding tickets with no tags
In this example, you'll create a standard calculated attribute and use it as a filter. This attribute returns the string "No tags" for all tickets that don't have any tags and "Has tags" for tickets that do have tags.
Use the following formula in a standard calculated attribute:
IF (INCLUDES_ANY([Ticket tags], "%")) THEN "Has tags" ELSE "Does not have tags" ENDIF
Returning specific values when a certain tag is present
In this example, you'll see how you can create a standard calculated attribute that tests for the presence of the tag "hawaii" and returns the text "Aloha!" when it is found. If it's not found, the formula returns "Hello". You can then use this in a filter, or add it as an attribute to the Rows or Columns panels in the report builder.
Use the following formula in a standard calculated attribute:
IF (INCLUDES_ANY([Ticket tags], "hawaii")) THEN "Aloha!" ELSE "Hello" ENDIF
Filtering a specific tag from all metrics on a report
In this example, you've created a report that contains several metrics. You want to exclude all tickets that contain the tag Alaska from your results.
Use the following formula in a standard calculated attribute:
IF (NOT INCLUDES_ANY([Ticket tags], "Alaska")) THEN "true" ELSE "false" ENDIF
Now, add this attribute to the Filters panel of your report. Click the attribute you just added and configure the filter to only show True values.
Using INCLUDES in a standard calculated attribute with multiple conditions
- If the ticket contains either of the tags "united_states" or "canada", the attribute returns North America.
- If the ticket contains any of the tags "germany", "france", or "uk", the attribute returns Europe.
- If the ticket contains either of the tags "china" or "japan", the attribute returns Asia.
- If none of the tags are found, the attribute returns Other.
Use the following formula in a standard calculated attribute:
IF (INCLUDES_ANY([Ticket tags], "united_states", "canada")) THEN "North America"
ELIF (INCLUDES_ANY([Ticket tags], "germany", "france", "uk")) THEN "Europe"
ELIF (INCLUDES_ANY([Ticket tags], "china", "japan")) THEN "Asia"
ELSE "Other"
ENDIF
Using INCLUDES in a standard calculated metric
IF (INCLUDES_ANY([Ticket tags], "united_states")) THEN [Ticket ID] ENDIF
Reporting on macros using tags
For an example of how you can report on macro usage by using tags, see Explore recipe: Reporting on macros using tags.
Tag information collected by Explore
The tag information collected by Explore varies depending on the dataset you choose, but includes one or more of the following attributes:
Attribute name | Description | Datasets available in |
---|---|---|
Ticket tags | Returns the tags associated with a ticket. |
|
Assignee tags | Returns the tags associated with an assignee. |
|
Requester tags | Returns the tags associated with the user who requested the ticket. |
|
Submitter tags | Returns the tags associated with the submitter of the ticket. |
|
Ticket organization tags | Returns the tags of the organization associated with the ticket. |
|
Requester organization tags | Returns the tags associated with the organization of the ticket requester. |
|
Updater tags | Returns the tags of the user who updated the ticket. |
|
Updater organization tags | Returns the organization tags of the person who made the ticket update. |
|
Agent tags | The tags associated with the agent for the Knowledge or Knowledge Capture event. |
|
Call agent tags | The tags associated with the agent for a Talk call. |
|
Leg agent tags | Returns the Talk call leg agent's user profile tags. Each person that engages in a call has their own interactions with the system and are considered a different leg by the system. |
|
Organization tags | Returns the organization tags of the call end-user. |
|
Chat tags | Returns the tags applied to a particular Chat session. |
|
78 comments
Caitlan
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!
0
Gabriel Manlapig
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!
0
Ewa Kondratowicz
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!
0
Tejas
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
0
Amin
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
1
Sabra
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.
0
Michael Laws
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?
0
Zsa Trias
Hi Michael,
This seems to be achievable using a combination of our Explore functions here:
For example:
0
Andrew Chu
Do we have a reporting functionality that can show when a tag is added into the ticket? Like the timestamp and updater/submitter details.
0
Noly Maron Unson
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.
0
Jed Hollander
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.
0
Francis Casino
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!
0
Jed Hollander
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
0
Gab
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.
0
Anaana
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!
1
Dainne Kiara Lucena-Laxamana
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
0
Tammas
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?
0
Tammas
Hello again, could I get some assistance with the above?
0