We have some workflows where we add tags temporarily to tickets. Since that information appears in the Support Workflow ticket events (i.e. you can see the current ticket tags at the time of the update), it would be nice to report on this.
Per recent comments in this Explore post, sounds like I cannot currently do this in Explore. There is no option to report on tag field changes. The workaround is to make my tag a field, but I that is not a feasible workaround. It doesn't seem helpful to create a long list of fields in a ticket just so I can report on the tags (which just report on the macros, which is other feedback here). I don't need to expose my agents to a long list of fields that they do not need to interact with.
One specific example: our team has a macro to ask for help on a ticket from the rest of the team. They can use this on a busy day when they have too many tickets. It's difficult to know who has more time on any given day, so this gives the rest of the team the freedom to help out when they have low volume days. The ticket is tagged when an agent uses the macro to support triggers and a tag for a view workflow. The ticket tag is removed when another agent picks up the ticket and provides the help. It would be nice to report on tickets where this is used and who is using it. I cannot report on ticket tags since the tag will eventually be removed from the ticket.
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