• David Stalker

  • 2023年05月05日 20:08

  Hey Irene,

  Filtering by tags is funky in Explore and doesn't work how I (or you) would expect it to. The way I get around this issue is to create a Custom Attribute which I then add as a filter to include/exclude tickets with a particular tag.

  So, in your case, I would create an attribute something like this:

  IF (INCLUDES_ANY([Ticket tags], "XYZ"))
    THEN "Has XYZ tag"
    ELSE NULL
  ENDIF

  Then you can add the attribute to the filters at the top of your report, click on it and click on "NULL" (if you have the "Selected" button highlighted) or click on "Has XYZ tag" (if you have the "Excluded" button highlighted). Either option should get you where you want to be. 

• Gabriel Manlapig

  • 2023年05月07日 23:22

  Zendesk Customer Care

  Hi Irene,
   
  To exclude tickets with specific tags from your reports, create a standard calculated metric that accounts for tickets with or without those tags, or create a standard calculated attribute to use as a filter.
   
  For detailed instructions, see the article: Reporting with tags.
   
  I hope that helps!
   
  
• Irene

  • 2023年05月09日 09:55
  • 編集済み

  Thank you so much for the help and the clear instructions David Stalker! Your solution did exactly what I needed.

• David Stalker

  • 2023年05月09日 16:30

  Glad it helped, Irene! Good luck!

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