Exclude ticket tags

Is there any update on this? Is a fix scheduled for this?

Here's another feature that only half works in Zendesk.

This entire company relies on the community to create the workarounds for simple features that should exist from the initial release.

Can the ticket tag "Completed" be removed from this post since this hasn't actually been resolved and only a word around has been provided?

Yes please remove this feature, I constantly need to inform our ever changing team leads and managers that excluding tags does not work the way they think. Business decisions (possibly incorrect) are made based on these reports.

I understand to some extent that the current specification does not properly reflect the tag exclusion setting on Explores, but user psychology leads them to think that "as long as it can be set, it should work".

If the exclusion setting does not work correctly as a specification, I would like to request a modification to disable the tag exclusion setting in the UI.

Thank you!

Hello Team,

Why don't we just simply activate the exclude functionality instead of creating customer metric/attribute?

Frustrating to be told by Zendesk Support that this is a known bug being worked on and there is a workaround but when directed to the https://support.zendesk.com/hc/en-us/articles/360022183574-Reporting-with-tags post for updates, to be told "There's no ETA for further improvements on tag filtering at this time" and be directed here instead. Contradicts the update by Eugene that "We are working on improving the query creation experience and making the tag reporting easier is one of the potential improvements we will look into at the later stage of this project."

Doesn't sound to me like Zendesk is working on it and since this post hasn't been updated with the note on the other post, it feels like its been forgotten.

Hi all - 

Something to be clear on is that the feedback conversations hosted here are for product managers to understand the challenges that users are having, so that they can find solutions for them. Oftentimes, the solution that they come up with is different from the ones suggested by users, and that is to be expected. 

While in some cases the solution delivered is very similar to a user's suggested solution, in other cases, what works for the way our products operate and for not just reinventing the wheel but offering a unique solution ends up being fairly different. 

That being said, I understand your frustration and your desire to have the functionality work out of the box rather than by implementing code. However, that is the solution to the problem that we have to offer at this time. As Eugene stated in his comment, this isn't intended to be the last work that his team will do on this area of the product, but rather the current solution that is available. We typically mark things as "completed" when there is a solution offered for the problem presented in the original post. 

As I've mentioned in some of my other responses to your comments, we are working to implement better processes for how we handle and communicate about user feedback on our products. We're hosting an event on July 13 to share the results of the community member survey conducted earlier this year, and at that event will be sharing some of the first steps we're taking to make these improvements. Here is the registration link for that event: https://events.zendesk.com/events/details/zendesk-expert-q-as-presents-zendesk-community-feedback-update/

I agree that this is not actually completed or solved. Posting a workaround where we all need to write code to get the desired behavior is not the same as implementing this feature as requested. 

Luke Byrnes, 

Thank you for your thoughts.

Tag reporting is always a more complex affair than reporting on the single value fields and it was limited in multiple ways before the INCLUDES functions were introduced. Today you can achieve any configuration you need by creating a calculated attribute that is based on these functions. Then you can use this attribute to filter your queries. You can find an example here. 

We are working on improving the query creation experience and making the tag reporting easier is one of the potential improvements we will look into at the later stage of this project.