How Do I create a Tag Report Using :Tag Name, Date, and Solved Status?

6 Comments

  • McCabe Tonna
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    Tiffany,

    So you want to know all the unique tags used on solved tickets for the last 7 days? 

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  • Tiffany Conway
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    Yes, McCabe. With a count for each tag, example:

    Lots_item- 7

    Fraud- 4

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  • McCabe Tonna
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    Tiffany,

    What tier or Zendesk do you have? 

    We may be able to accomplish this using a simple GoodData report vs an API call

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  • McCabe Tonna
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    If you have a finite amount of tags you can create 3 views:

     

    ------------First view--------------------------------

    **All conditions**

    Ticket: Hours since solved (calendar) less than 169 (1 week)

    Ticket: Status is Solved

    Tags: Contains at least one of the following: lost_items

    ------Second view-------

    **All conditions**

    Ticket: Hours since solved (calendar) less than 169 (1 week)

    Ticket: Status is Solved

    Tags: Contains at least one of the following: fraud

    ------3rd view-------

    **All conditions**

    Ticket: Hours since solved (calendar) less than 169 (1 week)

    Ticket: Status is Solved

    Tags: Contains at least one of the following: fraud

    Tags: Contains at least one of the following: lost_items

     

    The 3rd view will give you which tickets contain both tags

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  • Tiffany Conway
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    I have admin access we have approximately 30 tags so I'd like to create a report in Insights. 

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  • McCabe Tonna
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    I'm thinking something like this might help you out - If anyone else knows insights better than me, please chime in

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