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
- Open Explore. To create a custom report, you need to have Explore Professional or a higher plan level.
- Click the reports icon (
).
- Click the New report button.
- Select the Support - Tickets dataset. Click Start report.
- In the report builder, click the Calculations icon on the right sidebar.
- Click Standard calculated metric. The Standard calculated metric formula editor opens.
- In the Name field, type a name for your new metric.
- 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
- Click Save.
- Under Metrics, add the metric to the report. Click the metric and select the COUNT aggregator.
- 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:
11 comments
Hamish Lang
Was scratching my head as to why the filter wasn't working so thanks for this!
Any reason why though Tags are offered as filter if they don't work? Would seem wise to remove them if they don't function.
10
Brandi Kathman
I have a need for an OR statement in the exclusion calculation. Is there a way to make this work?
For example:
I want to exclude the Ticket ID if one or more of the tags includes "closed_by_merge" or "spam" or "voice_abandoned_in_queue".
Ticket 1 has tags: "closed_by_merge", "provider", and "other_service"
Ticket 2 has tags: "voice_abandoned_in_queue", "oos", and "csat_off"
Ticket 3 has tags: "problem" and "tv"
Results should only show 1 Ticket (ticket 3)
1
Aaron Miller
I'm grateful to have a functioning workaround like this, but I have to agree with Hamish, there's nothing to indicate it doesn't work other than auditing your data and finding inconsistencies. The fact that the tag filter is broken actually wasted a lot of my time.
Can you all either fix it or remove it?
6
Shawna James
0
Emily
Hi, can you help me understand the use case for the functionality of using a filter with tags? Unfortunately, I configured a lot of reports and found some anomalies before learning about this, and now I have a lot of reports to correct. I wouldn't have known unless a member of my team brought the data anomalies to my attention (and then I found this article).
0
Gabriel Manlapig
Hi Emily,
You can refer to the article below to illustrate the basic operations you can perform with tags as attributes and filters in your Explore reports. For more information, please see this article:
Examples for using tags in reports
I hope that helps!
0
Brandi Kathman
Good morning Emily,
Although Gabriel's link will overview the basics, here is my application use case.
Our team provides support to our clients, but we also interact with providers. For example, if a client had an issue with their Internet circuit, my team may have to open a ticket with AT&T. When AT&T opens a ticket on their side, the email notifications come into our team. Because this ticket is directly related to the ticket our client opened, our team merges the AT&T ticket into the client ticket. Here is where excluding tags is important. When we show KPIs around tickets worked, we only want to show the client tickets. Otherwise, our numbers will be inflated for tickets that were simply merged somewhere else and not truly worked by our staff. To omit tickets like this, we are excluding any ticket that includes a tag of “closed_by_merge", “out_of_scope”, “maintenance_notification”, etc.
0
Rachel Leffel
I hope Zendesk will fix this sometime soon! It's incredibly frustrating to have to recreate default metrics in order to exclude tickets by tag, especially when the calculated metric references other metrics, which all need to be created separately, just to exclude an individual tag. It's misleading that the product doesn't make it clear that excluding by tag doesn't work and likely leads to many incorrect reports.
2
Jiri Vrla
We encounter same issue. I do not understand why such a function is available in the first place if this does not work.
1
Jaanika O
How can I exclude tickets based on a specific tag from the CSAT % result?
Adding an attribute, as mentioned in the article, does not work for the satisfaction score:
0
Andrea Ku
Does this display SOLVED tickets? Or all tickets (Any state: open, pending, solved)? How would we modify the formula for solved tickets?
0