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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This is something I'm interested in as well. We use an app that adds a tag to their ticket if they're offline and removes it when they're not (similar to the Out of Office app), so the tag isn't always on the ticket. We want to be able to see when this tag is being added and removed.
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In Insights it seems like the historical tags are always included. In Explore it is a snapshot of the current situation. I do see the benefit of "just reporting" the tags currently attached to the ticket. It would however be great if there could be an additional field, e.g. historical tags. Tags do get removed by using macros (by design) which makes sense but to identify if the ticket had a particular tag is very important to us. Would be great if this could be implemented!
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We have an app that adds "keywords" to our tickets, which is turn create tags. I need to be able to show when tags were added and how many per week/month etc. I am so close - I have the attribute renamed to match the data the agents put in the app, but the metrics give me repeat data if tickets are updated or solved multiple times (which due to the way we work can happen.
For example, I need Week 1 - these are the tags that were added to your tickets and this is how many times each one was used that week - then same for Week 2, 3, etc... and in theory each tag should only show up and be counted in the week it was actually added. Not even sure if that makes sense...
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How can we measure the time between two tags inserted in the same ticket?
EX: I would like to measure the time between sending and returning the Ticket Parallel Conversation
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+1
Would be great to know how we can measure time between two tags in the ticket.
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+1
Need to report out on when a tag was added to a ticket. (In our case to track when side-conversation was used).
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I'm actually interested in this for a slightly different reason that could also be solved by another method, but sharing here in case its useful - we have a lot of triggers that add or remove a tag. I can look to see how many times those have been used, but what I can't see is which tickets they have been used on (to see if they are working as I expect them to). The only alternative option is to look at the tickets that have had that tag in the past, but that's also not possible in Zendesk as of today.
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+1
Have several use cases which require timings of tags being added/removed.
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Reporting when Tags change at Org, User or Ticket level would be awesome for our data analysis.
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+1, I'm going to have to add a silly amount of checkboxes to workaround this and capture when macros are being used. Really not ideal, and it's baffling that this isn't available.
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Another vote for this - it would be really useful to be able to report by the individual events when a tag was added, and later removed. Tim G and Tom Skjönsberg's solutions are exactly what's needed.
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This is just killing me that this isn't an option. I have literally all the data I need, but I'm not allowed to reference it, so I have to go back and tell a team that it's just not possible to report on any of the tags they use, because they are removed before the ticket is solved. The checkbox workaround doesn't function for this, I'd need to add 50+ checkboxes to the form, that's just not reasonable.
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Another vote for this. Like everyone here, we add a tag when a ticket is assigned to a specific group under specific circumstances and remove it when reassigned to another group. Now, we need to know the tickets where the tags were added.
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Any update on this? We have no way to distinguish between tickets applied automatically and tickets manually applied by agents. This is a huge distinction and a really weird gap in functionality.
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