Explore recipe: Reporting on tickets with similar tags

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Suite

Professional, Enterprise, or Enterprise Plus

Support with

Explore Professional or Enterprise

In this recipe, you’ll learn how to report on tickets with similar tags that include a certain word or string. This is useful for grouping your ticket tags and seeing how many tickets have similar types of tags.

This recipe involves creating a custom attribute to group your tags into different categories using the CONTAINS function, which serves as a great alternative to creating a group attribute from ticket tags.

Before, without grouping:

After, with grouping:

This article contains the following topics:

• What you’ll need
• Creating the report

What you’ll need

Skill level: Intermediate

Time required: 10 mins

• Zendesk Explore Professional or Enterprise
• Editor or Admin permissions (see Giving agents access to Explore)
• Ticket and tag data in Zendesk Support

Creating the report

1. In Explore, click the reports () icon.
2. In the Reports library, click New report.
3. On the Select a dataset page, click Support > Support - Tickets, then click Start report. The report builder opens.
4. In the Metrics panel, click Add.
5. From the list, select Tickets, then click Apply. Change the aggregator to D_COUNT.
   
   Tip: You can also add the Solved tickets and Unsolved tickets metrics to further break down the count of total tickets in your report.
6. In the Calculations menu (), click Standard calculated attribute.
7. In the Name field, give your attribute a name like Tag grouping.
8. In the Formula field, enter or paste the following formula to look for ticket tags containing a certain word and label them as a group. Replace “option” and “test” with any word or phrase to match on different tags.

   IF (CONTAINS([Ticket tags],"option")) THEN "Option-related tags"
   ELIF (CONTAINS([Ticket tags],"test")) THEN "Test-related tags"
   ELSE "Other tags" ENDIF

9. When you’re finished, click Save.
10. In the Rows panel, click Add.
11. From the list, select Tag grouping (the standard calculated attribute you created), then click Apply.
12. (Optional) Update the default Ticket created - Date filter to narrow your results to a specific timeframe.