Exclude ticket tags

Completed

30 Comments

  • Official comment
    Vincent Dollet
    Zendesk Product Manager

    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

  • Patrick Bu Jonassen

    +1

    0
  • Chris Bulin
    Community Moderator

    This is particularly true for ticket fields that are based on multi-select.

    0
  • Khajik Khajadourian

    This is a must need fix. 

    1
  • Justin Federico

    +1

    I am confused about what the Tag Filter is supposed to do. It does not seem usable as it is now.

    3
  • Stacia Tucker

    +1 this is a must

    2
  • Mirjam Happel

    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.

    3
  • Chris Bulin
    Community Moderator

    @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.

    1
  • Justin Federico

    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?

    0
  • Greer Davis

    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.

    6
  • Predintha Jayasinghe

    +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.

    4
  • sondre pedersen

    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.

    0
  • Alex Gillum-Webb

    +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?

     

     

     

    4
  • Hillary Latham
    Community Moderator

    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.

    1
  • Chris Bulin
    Community Moderator

    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!

    0
  • Hillary Latham
    Community Moderator

    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.

    0
  • Nir Melamed

    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

    1
  • Marco Orsenigo

    Zendesk team .... 11 month to fix a bug ?? Please give us an exact date to fix this easy function. ins't it  ? 

    2
  • Hitesh Goenka

    Any update on this?

    We really need to exclude the merged tickets in Explore analytics. So, we may get unique tickets in the data.

    1
  • Eugene Orman
    Zendesk Product Manager

    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.

    0
  • Jessica Harding

    +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?

    1
  • Ahmed S Zaid

    I just found out that all those months, our tickets tagged with "testing_request" are NOT excluded as we set them in the filter. It makes us look like a joke and inflating data. We are absolutely furious. How was that reported 2 years ago and still not fixed?

    1
  • Rob Stack
    Zendesk Documentation Team

    Hi Ahmed S Zaid, thanks for the feedback and I'm sorry that things haven't been working correctly for you. Have you taken a look at the Reporting with tags article that Eugene mentions above? That contains the latest information about tags and should work for your needs. If it doesn't, I'll happily open a ticket on your behalf. Thanks!

    0
  • Ahmed S Zaid

    Hi Rob Stack. I saw the article, but it doesn't work for our needs. Using standard calculated metric is not a solution for our dashboard with multiple tabs and 10+ queries in each one. It makes it impossible to toggle our filters as needed.

    Upon further review of the filter that we set up, we have 2 tags excluded. The bizarre situation is that one of them is actually excluded as intended while the other isn't. They are mutually exclusive in all tickets.

    Update: I think the tickets which have been excluded successfully are the ones with a single tag. When the ticket tag filter is set to "exclude values" instead of "select values", it apparently queries if ticket tags == "undesired_tag1" or "undesired_tag2", etc. It returns true only with exact match, thus excluding it. How it SHOULD logically operate would be the same way as using the standard calculated metric

    IF ([Ticket attribute] = "value"  AND NOT INCLUDES_ANY([Ticket tags], "undesired_tag_1", "undesired_tag_1")) 
    THEN [Ticket ID]
    ENDIF

    It's impractical that I would do this for every single report, so can you please fix it?

    1
  • Rob Stack
    Zendesk Documentation Team

    Hi Ahmed S Zaid, I've opened a ticket so one of the team can take a look at any possible workarounds. If a fix is needed to the product, that will get flagged too. I hope they are able to help and thanks again for the great feedback!

    0
  • Eugene Orman
    Zendesk Product Manager

    Luke Byrnes

    Thank you for your thoughts.

    Tag reporting is always a more complex affair than reporting on the single value fields and it was limited in multiple ways before the INCLUDES functions were introduced. Today you can achieve any configuration you need by creating a calculated attribute that is based on these functions. Then you can use this attribute to filter your queries. You can find an example here

    We are working on improving the query creation experience and making the tag reporting easier is one of the potential improvements we will look into at the later stage of this project.

    0
  • CJ Johnson

    I agree that this is not actually completed or solved. Posting a workaround where we all need to write code to get the desired behavior is not the same as implementing this feature as requested. 

    0
  • Nicole Saunders
    Zendesk Community Team

    Hi all - 

    Something to be clear on is that the feedback conversations hosted here are for product managers to understand the challenges that users are having, so that they can find solutions for them. Oftentimes, the solution that they come up with is different from the ones suggested by users, and that is to be expected. 

    While in some cases the solution delivered is very similar to a user's suggested solution, in other cases, what works for the way our products operate and for not just reinventing the wheel but offering a unique solution ends up being fairly different. 

    That being said, I understand your frustration and your desire to have the functionality work out of the box rather than by implementing code. However, that is the solution to the problem that we have to offer at this time. As Eugene stated in his comment, this isn't intended to be the last work that his team will do on this area of the product, but rather the current solution that is available. We typically mark things as "completed" when there is a solution offered for the problem presented in the original post. 

    As I've mentioned in some of my other responses to your comments, we are working to implement better processes for how we handle and communicate about user feedback on our products. We're hosting an event on July 13 to share the results of the community member survey conducted earlier this year, and at that event will be sharing some of the first steps we're taking to make these improvements. Here is the registration link for that event: https://events.zendesk.com/events/details/zendesk-expert-q-as-presents-zendesk-community-feedback-update/

    0
  • Luke Byrnes

    When writing a response to a conversation like this, it's always best to apply the acknowledgement of your users feelings towards the situation first. Your response betrays a certain resentment towards the feedback in this conversation; whether intentional or not. 

    My mother provided very similar monologues about how you don't always get what you want. That being said, I wasn't paying my mother thousands upon thousands a year for her care. 

    You have also communicated that may not actually understand the issue you are responding to. Zendesk already provided the solution that we are talking about here. It exists within your system. You can filter by tags; it just doesn't work. For whatever reason, in two years there has been no investment in ensuring it operates as it should. Instead, the failed function was left to confuse users and the solution is a coding workaround. 

    1

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