Exclude ticket tags
CompletedThis 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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Official comment
Dear all,
Thank you for your feedback. We have released two new analytics functions, which will make it simpler for you and your teams to report on your tags:
- INCLUDES_ANY([Ticket tags], "tag1", "tag2") will return TRUE for any ticket that includes either "tag1" or "tag2"
- INCLUDES_ALL([Ticket tags], "tag1", "tag2") will return TRUE for any ticket that includes both "tag1" and "tag2"
And by adding a "NOT" logical operator, you'll be able exclude tickets that have any of these tags, or exclude tickets that have neither of these tags.
You can read more information here.
Kind regards
Vincent
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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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Agreed, I cannot filter out closed by merge tickets. I'm currently having an issue (I have an open ticket about it) where one of my customers uses Zendesk too and replies to their own ticket comes in as a new ticket for us, so we end up with many merges for tickets. Without filtering these merged tickets out, my numbers are inflated.
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@...
This might help you out.
https://support.zendesk.com/hc/en-us/articles/360022183574-Reporting-with-tags#topic_yqj_b2b_ghb
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Justin Federico sadly tags that are part of a large dataset (like merge tag compared to all tickets on your account) are not working well in calculated metrics either.
When I contacted support about it they told me not to use tags in calculated metrics unless you can significantly restrict the data that it is being applied to, "When a tag is used in a metric, Explore tries to search over all possible tag combinations of all the tickets in scope. With multiple tags and a big ticket scope, this hits a lot of query limits very fast. In order to make the query run currently it is suggested that you restrict the time frame of the query more tightly. Also, instead of including your tags in the calculated metric the query will handle it a lot better if you just pulled Ticket ID and then put those tags in the filter section as Ticket Tag = "exampletag" ".
Fun times!
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Thanks Justin Federico. Helpful. I think I can possibly get what I need, I just have to rework a lot of queries depending on the current metric being used (i.e. the tickets created in past 7 days), etc.
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Dear Zendesk team, any thought on this issue? will it be fixed soon?
Like others have said, it is a given functionality that my Repots are counting on - and not useable!
Why all these workarounds? please handle our request here as Zendesk customer
Thanks
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Zendesk team .... 11 month to fix a bug ?? Please give us an exact date to fix this easy function. ins't it ?
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Any update on this?
We really need to exclude the merged tickets in Explore analytics. So, we may get unique tickets in the data. -
Hitesh Goenka
The tag reporting feature was implemented and is available to all customers now. You can use the INCLUDES functions to exclude the ticket tags. This article provides some examples: Reporting with tags. -
+1 I was confused when Zendesk support told me to exclude merged tickets using a different way other than to simply use the filters. Yet the 'includes' on the filter works. When I said the filter didn't work, I was told to use the different way to exclude merged tickets, with no explanation as to why the filter wasn't working and if it will be fixed, alongside being told my ticket would be closed. Do we know when it's being fixed?
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