Random Selection of Tickets - Tagging

7 Comments

  • Carsten Falborg
    Community Moderator

    Hi Edisa

    You are right, there isn't anything in Zendesk that will work randomly.
    You would have to write a programme that will randomly tag your tickets through the API. Keep in mind that you cannot add tags to a ticket that is in the closed state!
    My best bet is to have the programme tag your tickets randomly when you solve the ticket.

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  • Amy Waugh

    We use the reporting tool in Zendesk to have 10% of our tickets (that meet certain criteria) for review

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  • Manish Khemka

    Amy,
    Would you mind sharing the criteria or What, How, Filter screens of this report?

    Thank you
    Manish Khemka,

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  • Amy Waugh

    I can provide what we used but not sure how much it will help because we use Zendesk for a different purpose than most customers.

    We had to create some new metrics to do this.

    We had in the what

    # tickets (already in the criteria drop down)

    New criteria (select # Tickets where (date) <> empty) this is where it only shows tickets that don't have a date

    New criteria (select round (# tickets * 0.1,0) this is so that we can have 10%

    New criteria (select # (criteria of what you want)/# tickets) to check how much you have done

     

    I hope this helps.

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  • Jonathan Brown

    Posts 3 years old but since google still took me here, for anyone else finding this. go here: 


    https://support.zendesk.com/hc/en-us/community/posts/360029308674-Using-Liquid-Markup-to-A-B-Test-Your-Triggers

    You can use a similar method to in this to randomly tag your tickets.
    It should read 'http target' instead of html and it's worth noting the zendesk interface will tell you the json is invalid (Which is true) but will still allow you to save. 

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  • Brett - Community Manager
    Zendesk Community Team

    Thanks for taking the time to share this with everyone Jonathan!

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  • Graeme Carmichael
    Community Moderator

    I really like Lance's target solution.

    Now that we have Explore, you can create reports listing random tickets.

     

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