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Explore recipe: Reporting on tickets with similar tags



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Eric Gao

Zendesk Customer Care

Edited Jun 21, 2024


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10 comments

What list

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Brett Bowser

Zendesk Community Manager

Hey Jeff,
 
When you select Add for both rows and metrics, you should see a list of metrics you can use. From the list you'll select the metrics and attributes mentioned in the above article.

Let me know if you see something different on your end.
 
Cheers!

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How would I do this same action but for multiple lines. (ie. by social media by platform, facebook, youtube, etc.)

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Here's another string of tags I would like to create additionally:

 

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Dane

Zendesk Engineering

Hi Jeff,
 
You can use this format:
 
IF (CONTAINS([Ticket tags],"ab_")) THEN "ABS"
ELIF (CONTAINS([Ticket tags],"auto")) THEN "AUTO"
ELIF (CONTAINS([Ticket tags],"closed")) THEN "CLOSED"
ELSE "Other tags" ENDIF
 
Hope this helps!

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How would I go about setting this up so that it groups multiple tags into a single group. Here's my use case:

 

I have a set of tags I want to track as a group, say:

tag_1
tag_2
tag_3

And I want to compare this group to another tag:

tag_4

Basically, I want to be able to pull up that group of tags and compare the overall count/volume to other tags.

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Christopher Stock

Zendesk LuminaryCommunity Moderator

Hi Raúl, you can create a custom 'standard calculated metric' to capture the group of tags you're interested in using the INCLUDES_ANY function.

IF (INCLUDES_ANY([Ticket tags], "tag_1", "tag_2", "tag_3")) THEN [Ticket ID] ENDIF

This would allow you to compare against tickets with other tags.

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Is there a way to exclude a tag? we need to compare all tickets with a tag true vs false

my code below has a syntax error

IF (CONTAINS([Ticket tags], "billableticket")) THEN "Billable"
ELIF (CONTAINS([Ticket tags], "billableticket"))IS FALSE THEN "Non-Billable"
ENDIF

I have tried to move the FALSE parameter around but i cant get it to work. There does not seem to be a NOTCONTAIN or EXCLUDES perameter.

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Zsa Trias

Zendesk Customer Care

Hello Aaron,

You can try this formula instead: 

IF (INCLUDES_ANY([Ticket tags], "billableticket")) THEN "Billable" ELSE "Non-Billable" ENDIF

Reference: Reporting with tags

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Thanks, Zsa Trias, that appears to have worked. I expected it could be simplified like that somehow.

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