Explore: Combine Ticket Tags to 1 RowRépondu
Is there a way to have Explore combine multiple tags on a ticket in 1 cell under the [Ticket tags] attribute?
Having Ticket tags as rows, agents would like to see 1 row for the ticket vs multiple rows when more tags are present on a ticket.
Hi Ruben, thanks for writing in! May we confirm if we're understanding it correctly. Are you trying to report tickets with multiple tags? Instead of having multiple rows of tags where some tags are present in one ticket? Looking into the available resources, it looks like you can do this through Reporting with tags. Particularly it sounds like you would want to use the formulas in either Finding tickets that have one of two tags or Finding tickets with multiple tags. That will depend on if you want to use OR or AND logic between the tags, respectively.
Hi Jupete Manitas, I think Ruben Cortez is looking for a way to concatenate all the tags for a ticket ID so that both attributes only occupy a single table row. Example in this Google Sheet.
Unfortunately, I don't think this is possible at the moment. We can join attributes manually, but that's not something one can easily maintain or escalate.
Thank you for this, Pedro! Appreciate it! Yes, it looks like that is what they are looking for.
Hopefully, this will help Ruben's inquiry.
Was trying to figure this out myself -- I noticed that there's an attribute called "Obsolete - Ticket tags" which contains all the tags in one row/cell separated by commas (with the whole thing being in curly brackets - so trim first and last characters).
Not sure if this is something I can leverage due to the age of our accounts (both are >1 year old).
Jupete Manitas - Do you know if there is any plan to decommission this attribute in Explore? Hoping it sticks around for the foreseeable future....
This stuff is just so frustrating about Zendesk. Really poor. I'm now stuck trying to figure how how to merge all this into 1 row. Zendesk needs to up its game on the reporting side.
1 ticket but 30 rows because it has 30 tags. Seriously why isn't there an option to merge (concatenate) them. I know the full dump merges them but that dump is useless if you want to automate things.
Has anyone come up with a resolution for this?
I was wondering if this had been addressed as well. Trying to combine tags from a custom field into 1 value for reporting.
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