Report on When Tag Was Added to Ticket

16 Comments

  • ZZ Graeme Carmichael
    Community Moderator

    Sara

    Just a suggestion.

    You are correct that Explore cannot report on the timestamp of when a tag is added to a ticket.

    But check boxes and drop down fields can be associated with tags. You can track when a custom field is added to a ticket or changed on a ticket.  So it may not be possible for all your tags, but perhaps some can be associated with custom fields and reported on with the Ticket Updates dataset.

    0
  • CJ Johnson

    It's so bizarre to me that this isn't possible. This would vastly simplify a lot of things and not require a ton of custom fields as a workaround. 

    3
  • Alek Reed

    Agreed on this. Tags are a fantastic way to track the topics and trends of tickets.  If we had the ability to report upon when a tag was added, we could take this to the next level. 

    Use case example: How many tickets in the last 24 hours have had tag X added?

    Today, we could report "how many tickets with tag X were updated in the last 24 hours," but that is solving a different metric.

    This would also assist with reporting on "macro usage" since the solve for that is to add tags when a macro is applied.

    3
  • jvon
    Zendesk Luminary

    I've previously set up calculated attributes on the ticket updates dataset to look at [Changes - Field Name], [Changes - Previous Value], and [Changes - New Value] to track when a tag is added to a ticket.  

    Essentially the calculated attribute formula looks like this:


    IF (
      [Changes - Field name] = "Ticket tags"
      AND
      NOT(CONTAINS([Changes - Previous value],"tag"))
      AND
      CONTAINS([Changes - New value],"tag")
      )
      THEN
        TRUE
       ELSE
         FALSE
       ENDIF

    I was trying to set up something similar today and noticed that "Ticket Tags" no longer shows under the [Changes - Field Name] results and reports I've previously used to track these behaviors are now broken, which is pretty frustrating.

     

    The only other way to track this now is by leveraging data we're collecting from the Support API Ticket Audits endpoint, which I think the majority of Zendesk customers wont have the time/effort/resources to do.

     

    👎

    4
  • Sarath

    I agree with this. It will make easier to create weekly & monthly reports on many things including counting JIRA linked ("jira_escalated") tickets, escalations, etc. Right now, we don't have any options to create accurate reports and have to rely on Update - Date attribute, but it doesn't produce what we need.

    1
  • Almog Zamir

    Is there a solution to this issue?

    1
  • Andy Seaman

    This is a problem for us. We add tags when a certain string of text is added to a ticket. We need to be able to report on the date that tag was added. We have tried using the ticket update reports but that doesn't work

    0
  • Gab Guinto
    Zendesk Customer Care
    I'm afraid there is still currently no option to report on when a tag was added unless the tag is associated to a ticket field as a option/value tag similar to Graeme's suggestion above.
    0
  • Andy Seaman

    Thanks Gab for the update. So if we moved to reporting on a date a custom field was updated, this seems to work. However, explore doesn't recognise that custom attribute as a date and therefore we are not able to filter tickets like we would a ticket created date. For example, custom field updated last month is not an option. You have to select each date one by one. That's unless I am missing something?

    0
  • Gab Guinto
    Zendesk Customer Care
    Hi Andy,

    You may create a custom date attribute using the native Ticket field changes attribute to pull the date or timestamps of when a ticket field was updated. You can follow the same logic behind the formula from this recipe - Recording the time when a checkbox was checked.
    0
  • Lydia Forsyth

    Is this a feature request or something that will be added in the future for Zendesk Explore reports? I'm currently running into a problem where I want to filter which assignee added which tag to a ticket, but can't figure out a way to report on this. 

    0
  • D.Fitz

    I've just spent quite a bit of time updating all of our macros to add tags so that we can report on their usage. 

    I go to build a report on macro usage and find that I can't report on when these tags are applied! 

    Is there any way to report on macro usage over time?

    2
  • Brett Bowser
    Zendesk Community Manager
    Hey David, 
     
    I would recommend taking a look at this article for some guidance: Explore recipe: Reporting on macros using tags
     
    I hope this helps!
     
    0
  • D.Fitz

    Thanks Brett Bowser but the article doesn't have any info on reporting when the tag was applied. 

    1
  • Brett Bowser
    Zendesk Community Manager
    Hey David, thanks for getting back to me and apologies if the article I shared wasn't helpful. At this time it's not possible to report on when a tag was applied to a ticket. I'll be sure to pass your feedback along to our product managers regarding this limitation. 
    1
  • Joey Tabush

    ZZ Graeme Carmichael Your suggestion to use a dropdown custom field would work for me. Can you please elaborate or link me to an article on how to create Explore reports to track the changes?

    (specifically, I'm looking to see ticket in which this custom field changed during a specific time frame)

    0

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