Unable to filter out tags in Explore

Not planned

5 Comments

  • Official comment
    Eugene Orman
    Zendesk Product Manager

    Hi everyone, 

    Thank you for the feedback. My apologies for the belated reply. I just have come across this community post. 

    Tags and multi-value field reporting is one of the most difficult areas in analytics because of the one-to-many relationship between the main object (ticket, user, org) and tags. To filter out tickets with specific tags you will need to create a calculated attribute as shown in this article - Reporting with tags. Then you can use it to filter the resutls.

    Allowing this functionality as part of the default tag attributes is not on the immediate roadmap. However, it is one of the improvements we look forward to introducing in future.

  • Judd Higgins

    I second this.  I wrote into Zendesk Support last year when Explore Queries were unable to filter our specific tags.  Zendesk, please see Ticket: https://support.zendesk.com/hc/requests/4822662

    We need the ability to exclude tickets with certain tags from our metrics and I was told this was not available last August.


    Thanks!

    2
  • Daniel Hall

    I too have had issues with this.  I had to create a metric calculation to subtract the count of a specific tag from the overall total, which works fine. However if I want line detail in table form, I end up with 0 value lines.  I'm yet to work out how to remove 0 value lines from reports, as the table option only gives you the ability to remove blank values.

    1
  • Samrat Komaravelli

    There is already an option to exclude tickets based on tags but that just doesn't work. this is much needed feature for explore.

    1
  • Jordan Brown

    This needs to be fixed. Should be a standard filter

    0

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