Reporting with tags

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42 Comments

  • Elsa Aguilera

    Hi everyone,

    I would like to count the number of tickets solved or closed that do not contain the tags "system_email" Or "system_emaill". Can you help me with the syntax please as it seems not be working like that :

    IF (([Ticket status - Unsorted] = "Solved" OR  [Ticket status - Unsorted] = "Closed")
    AND (NOT INCLUDES_ANY([Ticket tags], "system_email,"system_emaill"))
    THEN [Ticket ID]
    ENDIF

    Thank you very much for your help.

    Elsa

    0
  • Kent, Anna

    We would like to hide certain tags in report visualizations ( but not exclude the tickets that contain those tags). Our tickets often contain multiple tags, and we want to display ticket counts for  certain tags, but not remove tickets that don't have those tags, so the "exclude" concept doesn't apply here. 

    Is there a setting in the visualizations that will allow us to do this?

    1
  • Gab Guinto
    Zendesk Customer Care
    Hi Elsa,
     
    It looks like you're missing a quotation mark and a closing parenthesis.

    You can try this: 
    IF (([Ticket status - Unsorted] = "Solved" OR  [Ticket status - Unsorted] = "Closed")
    AND (NOT INCLUDES_ANY([Ticket tags], "system_email","system_emaill")))
    THEN [Ticket ID]
    ENDIF
    1
  • Gab Guinto
    Zendesk Customer Care
    Hi Anna,
     
    You can use the native Ticket tags attribute as filter, then under Selected, click Select all

    Make sure to go through all pages –

    – and tick the box for Select all on each page.
     
    When you see that all tags have been selected, you can then manually search for tags that you need to hide and untick them. This way, those tags will be not be displayed in the report; tickets that have the ticked/selected tags will still be included in the report even if they contain the tags that you intend to hide. Note that whenever a new tag is created, you need to revisit this filter to select the newly created tags. 
     
    Hope this helps. 
    1
  • Edward Drack

    Does anyone have any recommendation (recipe to share) about how to retrieve specific reports based on tags? Would be highly appreciated.

    TIA

    0
  • Saxon Clay

    Edward Drack

    Can you elaborate on what exactly you're trying to accomplish? 

    0
  • Edward Drack

    Ansolutely, Saxon Clay.

    We have several tags that, by automatizations are linked to several macros, which are added when the tickets are answered. These tags are linked to statuses, bugs, and main words of inquiries, that we want to control on a daily, weekly, and monthly basis, and see where we need to spend more time on teaching and feeding the Help Center of our company, so our clients can rely on that information and not asking over and over questions that can be answered just reading a good article. Hope this makes more sense

    0
  • Saxon Clay

    Edward Drack

    If each of the macros have their own tags associated to them then I'd approach it like so:

    Create an Attribute Set (Calculations > Set under Attributes) that includes only the tags you're interested in. This is easier to manage than using the general Tags attribute and trying to filter down each one. 

    Past that, use Solved Tickets as your Metric, Ticket Solved - (Date/Week of Year/Month) as your Column attribute, and the custom tags attribute set as the Row attribute. I'd use a line graph, and multi-select all of the tags you want to review to see the trending over time rate of solved tickets having each of those tags on them. 

    I hope this helps get you in the right direction!

    0
  • Mitchell Lewsey

    I have a setup where tags will be added and removed multiple times on the same ticket, and I want to report on the total number of times these tags have been applied to a ticket. As they can be added multiple times to a ticket, I can't simply say tickets where tag = xxx. Any tips?

    0
  • Alex Zheng
    Hey Mitchell,
     
    Unfortunately tag updates are not stored in Explore so it is not possible at the moment to do this. The ticket tag attribute will only grab the current state of the ticket. Here is a feedback post I would recommend upvoting and adding your thoughts to so hopefully our product team will see this and take it into consideration.
     
    Best regards,
    0
  • Elisabetta Carli

    I am trying to report on Reopened Ticket Rate (%) excluding all tickets that have a "thank you" tag. I tried to use a filter to exclude the tag in question, but, as already discussed in multiple threads over the past 3 years, this solution does not work. I tried to use a calculated metric as suggested.


    How do I integrate the following  % Reopened Ticket calculated metric with the one suggested to exclude tickets with a specific tag?

    (IF (NOT INCLUDES_ANY([Ticket tags], "thank_you")) THEN [Ticket ID] ENDIF

     

    0
  • Saxon Clay

    Elisabetta Carli
    You can do this with three Metrics and the Result Metric Calculation function. ie

    D_/COUNT(Tickets)

    D_/COUNT(Reopened Tickets)

    D_/COUNT(Excluded Tickets)

    Where "Excluded Tickets" is the custom metric using your:

    (IF (NOT INCLUDES_ANY([Ticket tags], "thank_you")) THEN [Ticket ID] ENDIF

    Once you have those three you can use Result Metric Calculation to perform arithmetic in the report like (Reopened Tickets - Excluded Tickets)/Total Tickets

    Hope this helps. 

    0

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