Explore recipe: Reporting on tickets with similar tags

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  • Jeff

    What list

  • 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.
  • Jeff

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

  • Jeff

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


  • 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!
  • Raúl

    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:


    And I want to compare this group to another tag:


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

  • Christopher Stock
    Community Moderator
    Zendesk Luminary

    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.

  • Aaron Peace

    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"

    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.

  • 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

  • Aaron Peace

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


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