Creating Groupings for Tags

7 Comments

  • Graeme Carmichael
    Community Moderator

    Austin

    Try creating custom metrics using the following template:

    • SELECT IFNULL((SELECT # Tickets WHERE Ticket Tag IN (apoleorange, grape)),0)

    Ensure you select the attribue values apple, orange and grape from the selectors pane on the right hand side rather than just typing he values. 

    0
  • Jessie

    it looks like explore has changed a bit. I'm trying to do this now and am getting an error. Could someone clarify how I can do this in the current version? Is the formula different?

    0
  • Brett Bowser
    Zendesk Community Team

    Hey Jessie,

    Are you using Explore or Insights on your account? Any chance you could provide a screenshot of the error you're seeing on your end?

    Thanks!

    0
  • Jessie

    I'm using explore, ah it looks like this is for insights.

    I'm having a hard time figuring out to this in explore, I've looked at a couple of articles for explore and this one got me close (https://support.zendesk.com/hc/en-us/articles/360022183574?page=1#comment_360002190333) but I'd like a total instead of counting the individual IDs and I'm having a hard time doing that. Attaching screenshots.

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  • Jessica Blake
    Zendesk team member

    Hi Jessie,

    I've managed to put together a metric you can use to report on tickets with a certain group of tags:

    IF (CONTAINS([Ticket tags],"vip") AND CONTAINS([Ticket tags], "laptop"))
    THEN [Ticket ID]
    ENDIF

    Let me know if this works for you!

    1
  • Sam Cunningham

    Hey Jessica,

     

    I want to apply this practise to tickets where we have issues we are tracking. They are given special IDs like (ID-0000, ID-0001, etc.) We want to group these so it's easy to look at any ticket that has any of these IDs.

     

    Is there a way to group tags that use the term "ID-" but not the value part. 
    That way it would automatically pull the data when we have new IDs added, instead of manually adding each individual tag.

     

    Thanks

    Sam

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  • Devan - Community Manager
    Zendesk Community Team

    Hello Sam Cunningham,

    So the easiest way would be to create a standard calculated metric for your ID groups. I'm going to link an article below that breakdown in detail how to accomplish this.

    Creating standard calculated metrics and attributes

    Best regards. 

    0

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