How do I exclude tickets with a specific tag from reports?

Question

How do I exclude tickets with a specific tag from reports?

Answer

Filters cannot exclude tags in Explore reports. To exclude tickets with a specific tag, create a custom metric or attribute.

If you are new to custom metrics and attributes, see the article: Getting started with custom metrics and attributes.

For example, if you want to show all created tickets without the tag tag1, create the report with a new Standard calculated metric that removes any tickets that contain the specific tag tag1.

To create the report:

1. Open Explore. To create a custom report, you need to have Explore Professional or a higher plan level.
2. Click the reports icon ().
3. Click the New report button.
4. Select the Support - Tickets dataset. Click Start report.
5. In the report builder, click the Calculations icon on the right sidebar.
   
6. Click Standard calculated metric. The Standard calculated metric formula editor opens.
7. In the Name field, type a name for your new metric.

8. In the Formula field, copy and paste the following formula. Replace the value tag1 with the ticket tag value that you want to filter out from the report.

   IF (NOT INCLUDES_ANY([Ticket tags], "tag1")) THEN [Ticket ID] ENDIF

   

9. Click Save.
10. Under Metrics, add the metric to the report. Click the metric and select the COUNT aggregator.
    
11. Click Apply. The report should display your tickets without the tag value. You can also add filters, or adjust the default date filter at the top of the report to a specific date range.
    

For more information on these types of reports and the options to filter reports based on tag values, see the articles:

1.  
   • Community post: Basic Tips for Reporting on Tags in Explore
   • Reporting with tags
   • Getting started with custom metrics and attributes