How to update new defined tag automatically in Explore?

Answered

June 12, 2021 08:02

When having new bug reported by user, we require Agent use new tag with format "bugDDMMYY", e.g in 12 Jun 2021, all the tickets which users report bug will add "bug120621" tag.

I created a report to track number of bug by tag as link: https://prnt.sc/154qny1

And when new bug reported, I have to manually add more new ticket tag like image below
https://v2uploads.zopim.io/2/5/a/25a9y1btM6rnjyOk0tRGQ8B9XMnqKAEG/d09b48fa8bb98e0875a3237085b3071144211dd0.png

Is there any ways to build the report could be updated new defined tags automatically without adding manually like above?

4 Comments

Chandra Robrock
- June 12, 2021 16:06
Community Moderator
You could consider creating a Standard Calculated Attribute using this formula:

IF STARTSWITH([Ticket tags],"bug")
THEN TRUE
ELSE FALSE
ENDIF

Once built, you can then add that Standard Calculated Attribute as a filter to your query and select "true." That should allow you to see only the ticket tags that start with the word "bug."

1
Tiến Nguyễn
- June 13, 2021 03:16
My report works now. Thanks Chandra a lot :)

0
Tiến Nguyễn
- June 18, 2021 10:21
Hi @...,

May I ask if my requirement is filter the ticket tag contain "bug" , e.g. "xbugabc". Which formula fits?

0
Chandra Robrock
- June 18, 2021 12:45
Community Moderator
Of course! In that case, you'd likely want to use the CONTAINS function. Ex: CONTAINS([Ticket tags],"bug")

You can find a full list of functions that Zendesk Explore offers here.

0

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