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Count number of tickets with multiple tags
Publicado 10 feb 2023
Hi whoever is able to reply to my question,
I am having trouble by creating an accurate report based on tags.
Creating a group attribute with tags and using the D_Count Ticket metric doesnt help.
Issue is that some Tickets have multiple tags of the Group created and for this reason are counted twice or more.
Example.
Group A = Tag_1 Tag_2 Tag_3
Group B = Tag_4 Tag_5 Tag_6
Ticket contains Tag_3 and Tag_5 counts as 2 tickets for Group A and Group B
Also by separeting the tags they are counted twice for tickets.
How can I count the number of tickets that contains multiple tags but not risking making it count mulitple times?
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1 comentario
Frank Ferris
Gerardo this is tough to do directly in Zendesk. If you're comfortable working in spreadsheets, I would import your data with an automation tool like Coefficient (which can refresh the data every hour for you), and then you can setup your logic with some basic spreadsheet formulas like COUNTIFS(Sheet1!A:A,"*Tag_1*"). The asterisks in this formula will read as "contains 'Tag_1' in column A:A.
https://coefficient.io/integrations-google-sheets/zendesk
Let me know if that works!
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