Creating Groupings for Tags

5 Comments

  • Graeme Carmichael
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    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. 

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  • Jessie
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    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?

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  • Brett - Community Manager
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    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!

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  • Jessie
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    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
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    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!

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