Removing Merged tickets from reports

Answered

13 Comments

  • Amy Dee
    Zendesk team member

    Hi Mark! All merged tickets in Zendesk have a closed_by_merge tag. You can use that tag to exclude them from your reports.

    Tag reporting is a bit tricky, though, because tickets can have any number of tags at the same time. You need to take special steps to use tags in reports.

    Basically, you'll need to create a metric that finds tickets with the closed_by_merge tag, then use that metric to keep the tickets out of your report. The details are in this recipe article: Reporting on ticket tags.

    I hope this helps! Happy reporting!

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  • Mark Moloney

    Thanks! that helps a ton!

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  • Jessie Schutz
    Zendesk team member

    Good hustle, Amy! 

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  • Julia Lenskaja

    Hi, I have another question related to the tickets with the tag closed_by_merge. Are they counted as resolved tickets in the Insights report ? For example, if I want to know how many unique issues the team has solved, do I need to excluded them from the total number of resolved tickets ?

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  • Amy Dee
    Zendesk team member

    Hi Julia! Merged tickets are treated like any other ticket, and they do continue to count in pretty much all of the default metrics. The only thing that reliably sets them apart is that closed_by_merge tag.

    If you don't want to see merged tickets in your resolved tickets report, you'll need to add a tag filter. For easy reference, those recipes are here: Reporting on ticket tags.

    I hope this helps! Happy reporting!

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  • Ignacio Morales

    But the follow ups ticket of a merge ticket has the tag closed_by_merge but those tickets aren't merged. How do you deal with that?

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  • Amy Dee
    Zendesk team member

    Hi Ignacio! The simplest and cleanest way to deal with follow up tickets is with a trigger on ticket creation to clean up the tags:

    Meet ALL of the following conditions 
    Ticket: Ticket > Is > Created
    Ticket: Channel > Is > Closed ticket

    Perform these actions
    Ticket: Remove tags > closed_by_merge

    You could also use the action Ticket: Set tags and leave it blank. That would remove all tags from the previous ticket as soon as the follow up ticket is created.

    A trigger like this will keep things clean going forward, but it doesn't help for tickets that already inherited a closed_by_merge tag. For those, you may need to get creative with your report filters.

    For example, a ticket merge is always performed by an agent and includes a comment. A routine close from an automation is performed by the system and does not include a comment. That means you could look for cases where the ticket close update was performed by a person with a comment:

    SELECT # Ticket Updates WHERE Text FieldStatus AND [Text Field] New Value[Status] closed AND Updater Role IN (AgentAdmin) AND Comment Presenttrue

    This would find cases where an agent set the ticket to closed with a comment of some kind.

    Please note: You can't display this and a tag metric the same chart or add the tag to this metric, since tags and updates aren't connected. However, you can use them both in numeric range filters on the same report. That could help you be more precise, if you need it.

    I hope this helps! Happy reporting!

     

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  • Joanna Chang

    Hi,

    I'm filtering by closed_by_merge, but some of the tickets that has the tag still shows up in my report. Is there a reason why? I can't seem to figure it out.

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  • Amy Dee
    Zendesk team member

    Hi Joanna! How are you filtering for the closed_by_merge tag? If you just use a simple "List of Values" filter, it won't be reliable. 

    One ticket may have any number of tags at the same time. That makes tags more complicated than other ticket properties. You need to take special steps to use tags in reports, including a dedicated filtering metric and a numeric range filter on the report. We have details in this article: Reporting on ticket tags.

    I hope this helps! Happy reporting!

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  • Meri Miettinen

    Hi Amy,

     

    I was wondering if you could update these instructions to match Explore reports now that Zendesk is moving away from Insights. I was unable to filter out merged tickets by Excluding Tag "closed_by_merge". It still shows those tickets in the solved count for agents.

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  • Brett Bowser
    Zendesk Community Team

    Hey Meri,

    It looks like we have an Explore EAP that is currently active and will accomplish exactly what you're looking for. More information here: Announcing Zendesk Explore tag reporting enhancements EAP

    With tag reporting enhancements, you'll be able to filter out these tickets that contain the close_by_merge tag.

    Let me know if you run into any issues signing up.

    Cheers!

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  • Bhagwat Kushwaha
     

    Has Zendesk made any changes in UI/Options because i am unable to find options showed in the above in the post to add matric globally and By Using Query “SELECT IFNULL((SELECT # Tickets WHERE Ticket Tag = your_tag),0)”
    Is any other better way to remove merged tickets form Zendesk reports.

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  • Hannah Meier
    Zendesk team member

    Hello Bhagwat Kushwaha,

    Which reporting product are you using to accomplish this goal? I've noticed that the formula in your post is an Insights formula, so if you are using Explore, that would be the reason why it is not working.

    If you do want to use Explore to report on tickets that do not have a certain tag, please reference the Finding tickets that don't have a tag section of the Reporting with tags article.

    If you are using Insights, can I please get more information about what you've tried and where you're getting stuck?

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