Exclude ticket tags
This was an issue in Insights as well, default functionality of excluding ticket tags doesn't work, and the number shown increases.
Workaround in insights was to create a custom metric which you would use to filter, however i haven't gotten this to work in Explore. I also see on the community forums others are unable to get this to work. Including ticket tags works, but not excluding.
We need the option to easily exclude ticket tags by adding the filter, choosing exclude and selecting the tags. (This is already here, just doesn't work!).
Also described here: https://explore.zendesk.com/hc/en-us/community/posts/360004402227-Metric-or-Attribute-for-WIthout-a-Tag
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+1
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This is particularly true for ticket fields that are based on multi-select.
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This is a must need fix.
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+1
I am confused about what the Tag Filter is supposed to do. It does not seem usable as it is now.
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+1 this is a must
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Same here. This needs to be fixed. I just commented on another article. But how the tag filter is set up now (as a list of unique tag combinations) it is useless and a show stopper for us. Including also does not seem to work for us.
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@mirjam I had that happen initially too, and creating a new dataset fixed the tag combos. The underlying problem still remains that excluding tags is really broken. But at least you'll be able to use them for inclusions.
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I created a new dataset as described and this did fix the issue with the tag filter but this is still only useful for inclusions.
Is creating a new dataset going to be a common occurrence as a workaround for these types of issues? Will I have to continuously recreate my queries using the new, working dataset?
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It's not useful to have reports that include everything that's closed_by_merge...most of our clients write in via email and don't bother with threading so we do a lot of merging. Many of my queries are a bit pointless unless we can exclude those tickets.
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+1 - We can't really use Explore if we can't exclude merged tickets. Is there another way to exclude merged tickets other than using the Tag? This is very important for our performance indicators.
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A workaround i do for the time being is to create a hidden field which states whether or not ticket was closed by merge by using Triggers based on the Ticket Tag, one trigger which fills out the field and one that removes it (just in case).
Then, filtering in Explore based on this field instead of the Tag.
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+1. I'm trying to remove merged tickets for performance reports. Was baffled as to why my exclude filter 'closed_by_merge' was not working, then I saw this post.
Can we get an update from Zendesk on this?
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