Ability to Report on Tag changes in the 'Support: Ticket Updates' data set.
It would be great if there was a way to report on which tickets have had a tag of 'test' at some point (e.g. they had the 'test' tag for x number of updates, but it has since been removed)? Basically using:
IF (INCLUDES_ANY([Ticket tags], "test")) THEN [Ticket ID] ENDIF... but using that at the update level rather than at the ticket level. From everything I've tried so far with both filters, metrics and custom metrics, I can only get it to show tickets where the 'test' tag is still on the ticket - but not where one of the updates was done to add the tag (even if it was subsequently removed).
Kind of like using this... but I made this up and it's not actual code 😂
IF ([Changes - Field name] = [some way to reference the group of tags] AND
[Changes - New value] contains "test") THEN
[Ticket ID]
ENDIF
Anyway, if anyone has any ideas on how to see a report listing any tickets which have had a tag of 'test' on them at some point in their history, I'm all ears!
(our alternative is to e.g. add a 'test-historical' tag which we currently do with some other tags - it gets kept on any ticket where the test tag was added, but the historical tag remains even when the original tag is removed - but ideally there would be a way report on tags on the ticket at the time of the ticket update - as a snapshot in time)
(Note that this was originally on this thread here: https://support.zendesk.com/hc/en-us/articles/360022183574 and also on https://support.zendesk.com/hc/en-us/community/posts/360048842354-Reporting-on-Tag-changes-in-the-Support-Ticket-Updates-data-set- )
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I was just coming here to post this. It would be immensely helpful.
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Posted in Q&A yesterday because I need this functionality to report on which agent updated specific tags.
The ability to do a simple
IF [Changes - Field name] = "Ticket tags" AND
[Changes - New value] = "tag_name" THEN
[Update ticket ID]
ENDIFwould have been enough :)
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