Report on all ticket tags for tickets, filtered by a specific tag
All our technical support tickets are tagged with "tech", and then there are additional tags created for the specific issue. So a ticket from a customer reporting an issue will have the tags "tech" and "issue1" or "issue2" attached to them
I'd like to be able to look at all tech tickets for a brand, but to see all tags on those tickets. This would be a quick snapshot of all live issues for each brand.
When I create a report in explore to filter by "tech", and then set the columns to display all tags, it's only showing the number of tickets tagged with tech, and not any other tags on those tickets. So if there are 35 tech tickets for a brand last month, I'm just getting the result "tech - 35" when I have Tags set up as a row attribute, but I want it to show all tags that are on tickets tagged with "tech", and how many there are
-
Hi Emma,
You can either create custom attribute that will specifically count the tickets with the tech tag. Then, use the default tag attribute to show all the tags.
Reference: Reporting with tags
-
I'm having difficulty with the same problem that Emma Coley brought up.
I can't put all the tags present in a ticket in the report
Is there any way to do this?
This answer is not present in Reporting with tags -
Hello Murilo,
You should be able to use this formula from the article you linked to create a filter to display only tickets where the tag is present:IF (INCLUDES_ANY([Ticket tags], "united_states")) THEN True ELSE False ENDIFThen, you can still add the attribute "Ticket tags" in Rows, to display all the tags that are present in the ticket.
-
Thanks, I got it.
But what I need to creat is a report like this
Is it possible? Could you help me?
-
Hello Murilo,
If you wish to report on the number of tickets which has all of those tags present, you would need to create a custom attribute like this:
IF (INCLUDES_ALL([Ticket tags], "small_drink","sla_tag","twotag","onetag","pecan_pie")) THEN "set of tags 1"
ELIF (INCLUDES_ALL([Ticket tags], "small_drink","pecan_pie")) THEN "set of tags 2" ELSE NULL ENDIF
サインインしてコメントを残してください。
5 コメント