Search for chats with specific tags or view popular tags to better understand your chat traffic.
Searching by tags in History
You can search for past chats that contain specific tags using an advanced search option in History. If you export search results, tag information is included in the CSV file.
Tags are indexed and searchable immediately after they're created.
To search for chats with specific tags
- Click the arrow next to the drop-down field to view advanced search options.
- In the Tags field, enter one or more tags to show results with any of those tags.
Note: When entering tags to search for, only chat tags will appear in the drop-down list of available tags. However, you can also search for trigger tags and API tags. For details, see Understanding different types of tags in Zopim.
- Click Search.
- Click on a conversation in the results to view the chat's tags, transcript, and other details.
Viewing top tags
Review your account’s top tags on the Home page of the dashboard. Viewing the most consistently popular tags can help you identify common questions or points of confusion. Similarly, a sudden surge in a certain tag might alert you to a potential issue.
The Top 10 tags looks at the last seven days, not including the current day, from 00:00 to 00:00 -7 days based on the account’s timezone. If you notice you've added tags but they're not appearing in your list of top tags, it could be because they are tags from the current day and they will only appear the next day.
More detailed analytics options for tags are planned for a future release.
The list shows the most frequently used tags, including chat, trigger, and API tags, over past seven days.The number of times a tag was used appears next to each tag in parentheses.
8 Comments
Hi,
Your instruction here - ''You can search for past chats that contain specific tags using an advanced search option in History. If you export search results, tag information is included in the CSV file''
Where is the option to export?
Once you select the chats you want to export using the checkbox, you will see an 'Actions' dropdown near the search bar. You can find the detailed instructions here: https://support.zendesk.com/hc/en-us/articles/4408893866778#topic_i2s_vfx_trb
Thanks - check the box 1st to highlight all, got it!
Hi your comment on the article here = ''More detailed analytics options for tags are planned for a future release.''
Any idea when and what - as opposed to having to csv file etc?
Also my comment previously - Your instruction here - ''You can search for past chats that contain specific tags using an advanced search option in History. If you export search results, tag information is included in the CSV file''
If you have 4 pages worth of chats i want to export - how can i select them all, i check the box at the top for page 1 then when i move to page 2 it deselects page 1?
Matty If you are using Explore, you can have custom reports on tag data outside of the CSV export: https://support.zendesk.com/hc/en-us/articles/4408838151450-Reporting-with-tags
To export all pages, you need to click on the select all link like the image below:
Ah thanks so much - no idea why i didnt spot that
- product announcements - https://support.zendesk.com/hc/en-us/sections/4405298833818-Announcements
- current and upcoming Zendesk betas - https://support.zendesk.com/hc/en-us/articles/4408829663642-Current-and-upcoming-Zendesk-betas
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