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
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
- In Explore, click the reports () icon.
- In the Reports library, click New report.
- On the Select a dataset page, click Support > Support - Tickets, then click Start report. The report builder opens.
- In the Metrics panel, click Add.
- From the list, select Tickets, then click Apply. Change the aggregator to D_COUNT.
- In the Calculations menu (), click Standard calculated attribute.
- In the Name field, give your attribute a name like Tag grouping.
- 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
- When you’re finished, click Save.
- In the Rows panel, click Add.
- From the list, select Tag grouping (the standard calculated attribute you created), then click Apply.
- (Optional) Add a filter for Ticket created - Date to narrow your results.
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.
How would I do this same action but for multiple lines. (ie. by social media by platform, facebook, youtube, etc.)
Here's another string of tags I would like to create additionally:
You can use this format:
Hope this helps!
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.
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.
This would allow you to compare against tickets with other tags.
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