Reporting with tags

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54 Comments

  • Travelwifi

    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!

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  • 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
    Zendesk Customer Care
    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
  • Tony Jansson

    Hi community!

    I have crated my first report that search for tags,

    I have 2 things i wonder of:

    1) Those tags are connected to "categories" within our support team. Lets say "tag_ice" is for "Ice Cream". 

    Is it possible that the report can show "Ice Cream = X" instead of tag_ice = X?

    2) I have added a Time Filter for the report, as i want to check how many unresolved tickets there on different time periods. 

    I have used the same Time filter in the Support default dash board, but i only get results when i choose "all history". When choosing "yesterday, past week, this week" etc, there are no results. Someone that can push me in the correct direction here? :)

    Thanks in advance!

    / Tony

    0
  • Brandon Tidd
    Community Moderator
    The Humblident Award - 2021

    Hi Tony Jansson

    For #1, you could just filter on the field itself instead of the tags associated with that field.

    For #2, if you're doing this in a dashboard, you'll want to verify that you're staying within the same dataset or 'sharing' the filter across the datasets.  More info here.

    0
  • Tony Jansson

    Thanks for helping out Brandon Tidd☺️

    1) Are you talking about custom fields in that sense? Not all tags have a custom field, but i might have misunderstood you as well.

    2) I first created a report, then a dashboard and added that report. Added a time filter on it. That report is only added to that dashboard, but i will read more into the link you gave me.

    0
  • Brandon Tidd
    Community Moderator
    The Humblident Award - 2021

    Hey Tony,

    For #1, I'm suggesting you can filter on the fields themselves vs the tags.  If you're looking to just reformat the tags themselves in the report - something like this could be helpful to you.

    For #2, this definitely sounds like a filter parameters issue.  Make sure you're only selecting the associated metric for which you are dating (ie ticket created).

    Hope this helps!

    Brandon

    0
  • Kevin Lewis

    How can I apply a tag exclusion filter to an entire report/dashboard I already have created? 

    0
  • CJ

    Kevin Lewis You will need to write a custom formula for an attribute that does this (which is unsupported by Zendesk but there's a guide here), then add that attribute as a filter to the dashboard, and set to exclude. 

    0
  • Kevin Lewis

    Thanks, CJ. It looks like I need to create a standard calculated attribute to filter out any tickets with the "Junk" tag. I found the article on standard calculated attributes, but I am not seeing clear instructions on the how/where to create this. Any help would be appreciated. 

    Use the following formula in a standard calculated attribute:

    IF (NOT INCLUDES_ANY([Ticket tags], "junk")) THEN "true" ELSE "false" ENDIF
    0
  • Joyce Gianan

    Hi, 

     

    I'm trying to do a formula to have count Autoclosed tickets that are non NRN tickets. Here's the Calculated Metric I created:

    IF (INCLUDES_ANY([Ticket tags],"autoclosed_nrntickets_systemautomation","autoclosed_nrntickets_systemtrigger","autotagged_mistaggedtickets_socialmedia","autotagged_mistaggedtickets_accounthealth","autotagged_mistaggedtickets_notifications"))
    AND NOT INCLUDES_ANY([Ticket tags],"nrn")
    THEN [Ticket ID]
    ENDIF

    For some reason when doing a count on the above calculated metric, it still includes tickets that are neither have NRN or Autoclosed ticket tag. Any fix you can suggest?

     

     

     

     

    0
  • Gab Guinto
    Zendesk Customer Care
    Hi Joyce,

    I noticed that that the tickets in your screenshot have zero values under the metric column. This means that the metric is actually working as intended – it shows that those tickets do not meed the conditions in your metric formula. When you slice the data by Ticket ID, then it's expected to see tickets in the table with zero results. You just need to apply a metric filter to remove the zero values. You can check out this brief article: How do I exclude zero values from my Explore report?.
    -1
  • CJ

    Can you clarify if Updater Tags are locked to the tags that the agent had *at the time of the comment* or are they like regular tags, in that the system only knows what the current state of the tags are, and has no historical understanding of when they changed? 

    Edit: Confirmed it was "no historical understanding"! 👍

    1
  • Martin Cook

    Hi Folks,

    I am sure that this is really simple but I cannot see what is not working!

    I have tickets with Ticket tags and I want to be able to have a Custom Attribute that I can use then in another formula to be able to set the value of another Custom Attribute - which is then used in a report.

    I have run a report and can confirm that one of the tags in the tickets I am interested in is emea_wd_starter.  I have then cut and pasted from the article above the structure for the attribute:

    IF (INCLUDES_ANY([Ticket tags], "emea_wd_starter")) THEN True ELSE False ENDIF

    ...and it does not return True against any ticket, when if I filter a report I can see that there are 2 of them - however everything is False - even the 2 tickets that have this exact ticket tag amongst others.  The only think I can think of is that it doesnt "like" having lots of other Tags - but that would be rather peculiar, and not what the Knowledge article suggests.

    I would be so grateful if I could be helped out my misery!  Thanks

    0
  • S Clay

    Hey Martin Cook, if you remove the parenthesis around the INCLUDES_ANY function does it start working? IE 

    IF INCLUDES_ANY([Ticket tags], "emea_wd_starter") THEN True ELSE False ENDIF
    0

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