Hi all! Taylor here from our Explore team to talk about tag reporting. I recently did a quick presentation on tag reporting and how it looks in Insights vs Explore for our live Community event: Zendesk Best Practices on Explore migration and set up.
In this presentation, I will show how to report on tickets with and without a specific tag. In my example, I will be using the closed_by_merge tag.
First, to show the number of tickets with this tag we have two options. We can either add a filter and select to only show tickets with the closed_by_merge tag or create a custom metric to return this data. I've included examples of both options below:
Creating a standard calculated metric
- In query builder, click the calculations icon on the right sidebar.
- Click Standard calculated metric. The Standard calculated metric page opens.
- In the Name field, type a name for your new metric.
- In the Formula field, copy and paste the following:
IF [Ticket tags]="closed_by_merge" THEN [Ticket ID] ENDIF
- Add your custom metric to your metrics section with the COUNT aggregator
Now to show tickets without the closed_by_merge tag, we're going to follow the same steps but adjust the formula to look like this.
IF (NOT INCLUDES_ANY([Ticket tags], "closed_by_merge")) THEN [Ticket ID] ENDIF
It's important to note that it is not possible to exclude tickets with a specific tag using native filters. Excluding tags will always require a custom metric or attribute. Wait, an attribute? Yes! Alternatively you can build out a custom attribute to filter an entire query by selecting or excluding tags.
You'll want to head to the same calculations, but select standard calculated attribute instead. Here we are going to plug in the following formula.
IF INCLUDES_ANY([Ticket tags], "closed_by_merge") THEN "True" ELSE "False" ENDIF
Lastly, you'll want to add this custom attribute as a filter to your query and select true if you'd like to return tickets with the closed_by_merge tag or false to show tickets without it.
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