Filtering tags by geolocation in insights

Answered

3 Comments

  • Amy Dee
    Zendesk team member

    Hi Anna! You're correct on this point - "tags and countries are both weird." Tag data is stored in its own dataset, which is connected to tickets as a whole. Country data is associated with individual ticket updates.

    The tags dataset is not connected to ticket updates, so there is no way to directly combine tags with countries in a chart. It may be possible to link the two through each ticket ID, but that would require carefully defining all the relationships in a set of metrics. Even then, you'd only see the countries and/or tags that you'd called out in the metrics; it wouldn't be very dynamic.

    Before investigating that complicated style of report, I recommend going back to your Zendesk processes. If the country is important to your workflow, can you capture it on the ticket or the requester in some way? This could be something as simple as a custom dropdown or text field.

    This approach may add some extra steps to your agents' workflows and allow for human error. However, it would also make reporting far easier and give your agents the chance to capture or correct the country. For example, email tickets don't capture a default Country value, or a customer may use a VPN that makes their updates appear to come from somewhere else. A ticket field would allow you to account for those workflows.

    I hope this helps! Happy reporting!

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  • Evelia Casales

    Hi @Amy Dee,

    Is it possible to use the metadata provided for Zendesk into the Tickets, I mean the information is below the ticket:


    Is it possible?

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  • Amy Dee
    Zendesk team member

    Hi Evelia! That metadata is stored in the Zendesk API. You can see these values with the Ticket Audits API, in the "metadata" and "via" objects. That's what Insights uses to populate the Country and Geo Pushpin attributes.

    Those values are not accessible for business rules, though. You wouldn't be able to copy them directly into ticket fields with a trigger or macro.

    There are a lot of ways to approach this type of workflow. Perhaps you could label your users, since user tags are automatically applied to tickets and user fields are available in triggers. Perhaps you could have your agents fill in a country/region field when they take a ticket. If you have development resources, you could code an app to pull the values from the API and add them to the ticket. It all depends on your workflow and customer base.

    I hope this helps! Happy reporting!

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