Why does excluding tags on the filter increase the number of results?

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4 Comments

  • Craig VanDeVenter

    This doesn't explain why it happens and furthermore just confuses why you can't simply filter out those tickets by containing a tag.

    Would also be helpful to include how to do this rather than include links on how to fix.

    1
  • Alex Zheng
    Hey Craig,
     
    In Explore, tags are stored on separate rows rather than as an array. This makes exclusion logic inaccurate. For example, if you have a ticket with both tags “AA” and “BB” and use the query filter to exclude “AA” directly, “BB” would still be returned as part of the ticket, which is incorrect and would inflate the data.
     
    The article Reporting with tags has specific instructions on how to exclude tags as shown:
     

    Finding tickets that don't have a tag

    In this example, you want to find only tickets that don't have the tag "germany". Use the following formula in a standard calculated metric with the COUNT aggregator:
    IF (NOT INCLUDES_ANY([Ticket tags], "germany")) THEN [Ticket ID] ENDIF
    0
  • Damien Messe

    Hello,

    this is not a scalable solution if you use exclude tags in many queries and for different metrics like tickets, csat, satisfaction score, solved within XXh, etc.

    Why do you propose the option to exclude tags if it doesn't work as expected ?

     

     

    3
  • Giuseppe
    Zendesk Customer Care

    Hi Damien,

    I understand what you mean. This functionality is discussed more in detail in this community thread - Exclude ticket tags (you can check out the newer comments for more details). Our Product Team is aware that many users are looking for a simple, out of the box solution to create reports based on excluding tags, however, the solution that we have at the moment is to use custom formulas as indicated in Reporting with tags.

    Our Product Team is continuously working on improving query creation and reporting on tags is one of the components that will potentially be looked into.

     

    0

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