Reporting on tags in Explore

52 Comments

  • Violeta Micu
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    Hello Mari,

     

    You can check Eugene's answer:

    "At the moment tag-based formulas are easily hitting the system 50K row limit. Which means that Explore will look through 50K ticket/tag combinations at a time. To avoid hitting this limit, use a filter to narrow down the results in the queries. For example, set this time range filter: Ticket created - Date is the last 7 days. As well,  nstead of using a calculated metric you can simply filter out the whole query by the Ticket tag is winav-20604 filter. "

     

    Unfortunately this is the current situation when you create metrics based on tags.Until the team will fix this you have 2 options:

    1. use tag as an attribute

    2. try to see the information for a minimum period of time (if you want to see it in weeks, set just 2 or 3 weeks). It depends a lot on your business volume.

    I know that both are not the solutions you need but maybe they will help a little...

    Have a nice day!

    Vio

    1
  • Brett - Community Manager
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    Thanks for sharing this Violeta :)

    Super helpful!

    1
  • Carla
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    Hi!

     

    I want to know how many were Tickets solved without taking into account merge tickets. I have created this metric to substract it from Tickets solved.

    but when I do a Result metric calculation to substract it, I do not find it. 

    Is there something wrong?

    Thanks!

    0
  • Mandvi Singh
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    As filtering by ticket tags has been discontinued it shows [Obsolete - Ticket tags]. Can someone explain how to filter by tags?

    2
  • Oriol Prats Navarro
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    Same as with Mandvi, trying to do a calculated metric does not show [Ticket Tag]

     

    0
  • Jessica Blake
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    Hi Mandvi and Oriol!

    Our Explore team are currently updating our data sets to enable you to report on combinations of presence & absence of specific tags. The [Obsolete - Ticket tags] attribute will still work and by now you should see the new [Ticket tags] attribute in your account. 

    You can check out the comment from Vincent on this change here.

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  • Justin
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    Does anyone know if it's possible to report on timestamps with tags? For example, how long from when a ticket is created until a tag is applied? Or, even better, time from when a ticket is created until when a custom field is updated?

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  • Graeme Carmichael
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    Justin

    I do not believe you will be able to find the time stamp of when a tag is applied. But you can for custom fields.

    Use the Support:Ticket Updates dataset.

    The minutes between a tickets creation and a ticket being updated will be:

     

    Because a ticket can have a custom field updated more than once, use the MAX aggregation to find the last time it was set. You can then use:

    ROWS

    • Ticket ID
    • Changes- Field Name

     FILTER

    • Changes- Field Name > Your custom Field

     

    1
  • Justin
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    Super helpful, thanks @Graeme Carmichael. Would this also work to see how long a ticket has been assigned to a group? And, is it possible to not only show that max (last time it was set)  but rather to show how long a ticket has been assigned to each group/tier? For example:

     

    Tier 1 - 1 hr

    Tier 2 - 2 hrs

    Tier 3 - 2.5 hrs

    Total time to resolution from ticket creation = 5.5 hrs

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  • Graeme Carmichael
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    Justin

    Unfortunately, I do not believe that will work for groups.

    You can use:

    • SUM(Field Changes time)  as the metric.
    • Changes Field Name = group ID as a filter
    • Changes Previous value  as ROW

    This should aggregate the time spent per group, but you do not get the time spent in the final group. In Explore, I do not know how to adjust for that. Because there are timestamps for each event, I would expect there to be a way to accomplish this, but that is beyond me.

     

     

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  • Daniela Sanguino
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    Hope this helps:

    Metric: count tickets

    Column: ticket tags 

    Filter: the tags I wanted to filter

     

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  • AndyR
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    I'm not getting this to work at all.

    This is my formula on my metrics:

    IF (CONTAINS([Ticket tags],"HRIS__"))
    THEN COUNT(Tickets)
    ENDIF

    IF (CONTAINS([Ticket tags], "360__"))
    THEN COUNT(Tickets)
    ENDIF

    This is the result:

    The count value is the same across the two metrics:

    I tried a variation of this by using the values on the field I want to report on but the result is the same

    Any help is appreciated!

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  • Rob Stack
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    Hi AndyR, I think the issue with the formulas is that they both return a count of ALL tickets if the condition is true, not just the tickets with the tag:

    IF (CONTAINS([Ticket tags],"HRIS__"))
    THEN COUNT(Tickets)
    ENDIF

    I think you can fix this by returning the ID of each ticket instead, then make sure when you add the metric to the Metrics panel, it has the COUNT aggregator. The formula would look like:

    IF (CONTAINS([Ticket tags],"HRIS__"))
    THEN [Ticket ID]
    ENDIF

    I hope this helps!

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  • AndyR
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    I'm still not getting the right results. Seems like it's adding the metrics together. I changed the metric to get the value from a dropdown field instead and the results are better, but something is still happening when I add the second metric.

    I think I need to exclude tickets which does not have a value set on the field.

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  • Violeta Micu
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    Hi AndyR,

    Do you see any error in the bottom of your Explore window? It should be something with red (if it is).

     

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  • AndyR
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    No errors. I changed the attribute to contain the value on the field i want:

    IF (CONTAINS([[redacted] Category], "HRIS::"))
    THEN [Ticket ID]
    ENDIF

    The result is 96 in the query.

    I did an Excel export and the count of the value in Excel is 17 in the time period I have in my filter. If I include blanks the value count is 96.

    So I added a filter on the field to exclude blanks I got the result I wanted. Optimally I would like to filter away blanks in the query formula.

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  • Dragan Dordevic
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    Hi,

    Is it possible to report on Tag CHANGES in Explore?

    To be more precise - we are using Views to separate various steps of a ticket lifecycle, and we move tickets between views using Macros that add/remove certain tags.

    So, we would like to understand, for example, how many tickets were moved from one View to another. Since Macro usage reporting is very limited, we thought we might do this by checking which tags were added and which removed, but were unable to figure out whether this is possible in Explore or not. Any help would mean a lot.

    Ideally, we would also like to understand these metrics per agent as well - so for example to see how many tickets an agent has moved from one View to another (change of tags) in a certain month.

    Thanks!

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  • Chris H
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    Hello Dragan,

    To be able to do this we would have to find distinct update those macros are doing, if there are any field changes on the ticket that are updated? Otherwise if you create a custom metric that holds that view value and have it update with your macro we would be able to track that using the [changes field] metric. Unfortunately though updates just to tags are not trackable like that.

     

    I hope this helps!

    Best,

    Chris H

    Customer Advocate

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  • Dragan Dordevic
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    Hello Chris,

    Thank you for the prompt response.

    Unfortunately, our Macros do not always make updates to Ticket fields - sometimes they do, but most of the times they just add/remove tags.

    So, just to make sure I understood you correctly - if we were to adjust those Macros so that they, besides making changes to tags, start making changes to some Ticket fields, we would be able to track this?

    An additional question here - would changes even to some Custom Ticket Fields (the ones we create ourselves) be trackable this way?

    And finally - could you give me an example of how the [changes field] metric is used? If we wanted for example to check how many times an agent changed a ticket Status field from New to Open in a period of time (i.e. January 2019)

    Thanks a lot, this is crucial for us to understand in order to set up the appropriate reporting strategy.

     

    Best,

    Dragan

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  • Chris H
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    Dragan,

    Yes if you change a field with your macro we can get the previous value and new value of that field and when it changed. Also, yes to your second question this is tracked for your custom fields as well! To use the changes field metric in that way you would need to filter it on the name of that field in this case Ticket status. Then also add field previous and field new values from the attributes list. This is shown in my screen shot.

    I hope this helps!

    Best

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  • Dragan Dordevic
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    Hey Chris,

    This helps a lot, thanks!

    Would it be possible also to somehow check how much time passed between these changes? So for example, if a field we are looking at is a custom field which we call "Workflow Status", and we want to check how long the ticket was in Workflow Status A before being changed to Workflow Status B, would be able to do this as well?

    Thanks!

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  • Chris H
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    Dragan,

    You should be able to do that with a couple of custom metrics. The first one being if [changes - field name] is Workflow status and [changes - new value] is status A then [ticket update - datestamp] then create the same thing except add new value as status b.
    From there you will need to do a result metric calculation for the datediff between the two and that should return what you're looking for!

    Best,

    Chris H
    Customer Advocate

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