Explore recipe: Reporting on tickets with similar tags

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7 Comments

  • 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:

    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
    Community 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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  • Jeff

    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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  • Jeff

    What list

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  • Jeff

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

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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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