Reporting on tags in Explore

45 Comments

  • Dan Ross
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    Are there plans to improve tag-reporting workflows? This is no better than the clunky method Insights required to report on ticket tags. In the beta, it seemed that the filter function worked for tags, but post-release it doesn't work the same way. 

    Thanks!

    3
  • Delores Cooper
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    Hi Hilary!

    In Explore, you'll need to create a custom metric to look for these tags. The template looks like this:

    IF (CONTAINS([attribute_name],"attribute_value")) THEN COUNT(metric_name)
    ENDIF

    So in your use case, the syntax will say:

    IF (CONTAINS([Ticket Tags],"support")) THEN COUNT(Tickets)
    ENDIF

    You would need to create a separate metric for each tag. You'd then apply a date filter to narrow your results.

    Hope this helps!

     

    2
  • 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
  • Graeme Carmichael
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    Delores

    I am struggling with this.

    If I use:

    I get a very high number..over 65 million which is not correct.

    But if instead I use:

    I get the correct answer (176)

    Can you please advise if I should be doing something else with the original count method?

     

    1
  • Candie Baring
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    Hello Oliver,

    I'm afraid we do not have a simpler way for this, yet. As of the moment, custom metrics, mentioned above, is the best way to get tickets with multiple tags. However, we're continuously improving Explore and we should have more user friendly and quicker options in the future.

    You may also reach out to us via email, support@zendesk.com, should you have other concerns. Have a great day! :)

     

     

    1
  • Justin Evidon
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    I have been attempting to build a Dashboard query that would show the number of times a tag is used, itemized as individual elements of a bar graph. I used "COUNT" as the metric and "Ticket Tags" as the column. With no luck in accomplishing this, I decided to export the query to a spreadsheet to see if it was somehow returning bad data and discovered it required very little effort to render precisely bar graph with the result I was looking for.

    I am not keen on doing a manual hard pull of the dataset to build these visualizations in an external environment when this is something that should be easily accomplished in the Explore platform.

    1
  • Tom Skjønsberg
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    Is there no other way to create a custom metric other than having one metric per tag used? I have the situation where I would like to get the percentage of total chats that have been tagged with one or more custom tags. We have 25-30 custom tags that agents should use in their chats, and I would like to display the percentage of total chats where these have been used.

    So basically I would like to have one metric that counts how many chats have had one or more of these tags in them. One metric per tag seems like it would lead to too many chats being counted multiple times.

    1
  • Eugene Orman
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    @Tom, 

    Unfortunately, you cannot currently filter a query to return tickets that have two or more specific tags (an AND condition). Our product team is aware that this functionality is needed and will be working on delivering it. 

    @ Violeta, 

    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. 

    We are investigating how to make sure that the tag calculations are not hitting the limit. 

    1
  • 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
  • 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
  • Rob Stack
    Comment actions Permalink

    Hi Graeme,

    I’ve just done some experiments with this, and think I can help. Delores, please feel free to chime in if you think there is a better way of doing this.

    I used the following syntax:

    IF (CONTAINS([Ticket Tags],"support")) AND

    (CONTAINS([Ticket Tags],"feature_request")) THEN [Ticket ID]

    ENDIF

     

    I’m returning [Ticket ID] as returning a count of all tickets each time we get a “hit” didn’t seem right to me.

    I saved it as “Count of tickets with tags”

    By default, when you add this as a metric, it’s added to the metrics panel as SUM(Count of tickets with tags) meaning it adds together all of the ticket ID numbers; something we don’t want (and it took an age!). Perhaps this is why you got the huge number you did.

    If you click the metric from the metrics panel, and change the aggregator to COUNT, then it will return the actual number of tickets, not the sum of the ticket IDs.

    You can then add a date filter as required.

    I hope this helps!

    0
  • Graeme Carmichael
    Comment actions Permalink

    Rob

    Yes that makes perfect sense. Thank you!

    0
  • Soowon Lee
    Comment actions Permalink

    Hi, 

    I'm trying to use this custom metric to report on ticket tags. But when I do so it always returns Null values (nothing shows up on the query). 

    Formulas I used are as seen below. (all with the same result) 

    IF (CONTAINS([Ticket Tags],"ticket_expired")) THEN COUNT(Tickets)
    ENDIF

    IF (CONTAINS([Ticket Tags],"ticket_expired"))
    THEN COUNT_VALUES([Ticket ID])
    ENDIF

    IF (CONTAINS([Ticket Tags],"ticket_expired"))
    THEN DCOUNT_VALUES([Ticket ID])
    ENDIF

     

    In the metrics section I chose Dcount & count just to make sure. 

    When I make a new query with Metric = Count tickets & Filter by ticket tags = ticket_expired

    it shows the correct result. 

     

    Can anyone help me out?



    Thank you

    0
  • Patrick Bosmans
    Comment actions Permalink

    Hello Soowon,

    As Rob mentioned in his previous comment, try using the following syntax:

    IF (CONTAINS([Ticket Tags],"test"))
    THEN [Ticket ID]
    ENDIF

    This should work better for you.

    0
  • Patrick Bosmans
    Comment actions Permalink

    Soowon,

    I'm sorry, but to add a quick clarification.  If you are looking for an exact string match then use the following syntax:

    IF ([Ticket Tags] = "test")
    then [Ticket ID]
    endif

    Using "([Ticket Tags], "test")", will return any instance of the string present in the Ticket Tags attribute.  As an example, if your Tags contained "test" and "testing", the "=" syntact will only return tickets that exactly match.  

    For more information on CONTAINS, we have the following article, https://explore.zendesk.com/hc/en-us/articles/236021867-Performing-calculations-on-text#topic_vmf_xhg_lx

    0
  • Soowon Lee
    Comment actions Permalink

    Hi Patrick, 

    I've tested the below formula but it's giving me this error message. 

    Any way I can get rid of it? I still get empty value along with this error. 

    IF ([Ticket Tags] = "test")
    then [Ticket ID]
    endif

    Thank you

     

     

     

    0
  • Patrick Bosmans
    Comment actions Permalink

    Soowon,

    I am spinning up a ticket for you so that we can work together on figuring this out!  You should be getting an email from me soon.

    0
  • Patrick Bosmans
    Comment actions Permalink

    Dan,

    Our Dev team is currently working on our next adjustment to Tag reporting in Explore.  Our team is aware that this is not performing as we would like and it is a priority for them to update and improve.

    0
  • Dan Ross
    Comment actions Permalink

    Glad to hear it, thanks Patrick!

    0
  • Gal Zohar
    Comment actions Permalink

    @Patrick - that's good to hear. This is a very big deal for us right now.

    Do you know if any future improvement will also prevent problems with using tags for Custom Attributes? 

    Right now, including condition on tags in a custom attribute creates a lot of data duplication - every tag is another 'row' in the data behind the scenes (it seems), so every irrelevant tag creates another data point that should not be counted.

    For example - the simple custom attribute:

    IF CONTAINS([Ticket Tags], "a_tag")
    THEN "Yes"
    ELSE "No"
    ENDIF

    Would put the same ticket in both the "Yes" attribute and the "No" attribute, because this ticket has SOME tags that are not "a_tag". This does not make much sense to me :(

    (I realize this attribute is not very useful and the same can be achieved otherwise. This is a simplified example of something that I don't think can be done otherwise).

    Thanks!

     

    0
  • Jera
    Comment actions Permalink

    Hi Gal,

    Our dev team is doing their best to work on the issues you are seeing in Explore.
    Upon checking, you already have an existing ticket with us which is being assigned to one of our Support Engineers. We will continue assisting you through that ticket so you will get updated directly about your issue.

    Please continue sharing your assessment. We really appreciate it.

    Thank you!

    0
  • Quentin
    Comment actions Permalink

    hi guys,

    any news on this issue?

    I have the same issue as Soowon Lee where the custom metric for tags doesn't return anything.

    Been able to see the # tickets with a specific tag is an essential thing for monitoring different issues.

    0
  • Brett - Community Manager
    Comment actions Permalink

    Hey Quentin,

    Can you confirm the dataset you're using with your custom metric? If you're using an old dataset I would recommend creating a new one and use the following:

    IF ([Ticket Tags] = "test")
    then [Ticket ID]
    endif

    Let me know!

    0
  • Quentin
    Comment actions Permalink

    I'm using a Ticket dataset from January.

    But still even when creating a new dataset I still get the same error with the formula you provided:

    0
  • Oliver Jackson
    Comment actions Permalink

    It sure would be great to see a fool-proof way of reporting on tags. They are such a powerful and widely adopted way of categorising many different data sets. Is using scripts such as the ones mentioned above the only current way?

    For example, is there a straight-forward way of seeing every week/month how many tickets have been tagged with (both) a "complaint" and "London"? We use an abundance of geographical tags in our business, and will often find myself wanting to ask:

    "How many tickets containing both the tag "London" and "complaint" where there last month?"

    Sorry for barging in with all of this! :) It's just so important for me to find a simple way to address this issue.

    O.

     

    0
  • Oliver Jackson
    Comment actions Permalink

    @Justin

    Would your query be able to handle tickets with more than 1 tag when exported to an external environment?

    0
  • Justin Evidon
    Comment actions Permalink

    @Oliver

    The query above is showing a custom field we use, however I have been able to successfully query a simple count of the number of times we have used a given tag. this may end up with some tickets being counted more than once in situations where we have used multiple tags, however that does not concern our usage.

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  • Graeme Carmichael
    Comment actions Permalink

    Justin

    I share your frustration, but I hope I can help a little.

    You mentioned that you have a custom field, so rather that tags, I hope you do not mind if I give you an example based on that rather than tags just to keep it simple.

    First create your query:

    Metrics:

    • Count Tickets

    Columns:

    • YourProblemField

    Visualisation type:

    • Column

    Now comes the fancy bits:

    Result Manipulation> Result Path Calculation>

     

    Result Manipulation>Sorts

     

    Chart Configuration> Display Format>Edit Displayed Values

     

    This will give:

    Not quite as pretty as your version, but I hope it is a start for you.

    0
  • Eugene Orman
    Comment actions Permalink

    Graeme, thank you for the suggested set-up. 

    Justin, If you want to use the different colors for each column or bar add the Ticket tags or your custom field attribute both to the columns and rows and set the result path calculation to be applied on the whole results. Here is a demo: https://cl.ly/ccb6f1ecdf7f 


    0

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