보고서에서 특정 태그가 있는 티켓을 제외하려면 어떻게 해야 하나요?

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Don Moser

Zendesk Digital Resources Team

2025년 4월 15일에 편집됨

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      Andrea Ku

      Does this display SOLVED tickets? Or all tickets (Any state: open, pending, solved)? How would we modify the formula for solved tickets?

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      Jaanika O

      How can I exclude tickets based on a specific tag from the CSAT % result? 

       

      Adding an attribute, as mentioned in the article, does not work for the satisfaction score:

       

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      Jiri Vrla

      We encounter same issue. I do not understand why such a function is available in the first place if this does not work. 

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      Rachel Leffel

      I hope Zendesk will fix this sometime soon! It's incredibly frustrating to have to recreate default metrics in order to exclude tickets by tag, especially when the calculated metric references other metrics, which all need to be created separately, just to exclude an individual tag. It's misleading that the product doesn't make it clear that excluding by tag doesn't work and likely leads to many incorrect reports. 

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      Brandi Kathman

      Good morning Emily,

      Although Gabriel's link will overview the basics, here is my application use case.

      Our team provides support to our clients, but we also interact with providers. For example, if a client had an issue with their Internet circuit, my team may have to open a ticket with AT&T. When AT&T opens a ticket on their side, the email notifications come into our team. Because this ticket is directly related to the ticket our client opened, our team merges the AT&T ticket into the client ticket. Here is where excluding tags is important. When we show KPIs around tickets worked, we only want to show the client tickets. Otherwise, our numbers will be inflated for tickets that were simply merged somewhere else and not truly worked by our staff. To omit tickets like this, we are excluding any ticket that includes a tag of “closed_by_merge", “out_of_scope”, “maintenance_notification”, etc. 
       

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      Gabriel Manlapig

      Hi Emily,

      You can refer to the article below to illustrate the basic operations you can perform with tags as attributes and filters in your Explore reports. For more information, please see this article:

      Examples for using tags in reports

      I hope that helps! 

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      Emily

      Hi, can you help me understand the use case for the functionality of using a filter with tags? Unfortunately, I configured a lot of reports and found some anomalies before learning about this, and now I have a lot of reports to correct. I wouldn't have known unless a member of my team brought the data anomalies to my attention (and then I found this article). 

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      Shawna James

      Hey Aaron, thank you so much for taking the time to provide us with your feedback here. I wanted to point you in the direction of our product feedback forum for Explore where we collect product feedback and where our PM’s review feedback from our customers. We would greatly appreciate you using this forum to share your feedback with us for better visibility. Here is our product feedback template to get you started. Thank you!

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      Aaron Miller

      I'm grateful to have a functioning workaround like this, but I have to agree with Hamish, there's nothing to indicate it doesn't work other than auditing your data and finding inconsistencies.  The fact that the tag filter is broken actually wasted a lot of my time.

      Can you all either fix it or remove it?

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      Brandi Kathman

      I have a need for an OR statement in the exclusion calculation. Is there a way to make this work?

      For example:
      I want to exclude the Ticket ID if one or more of the tags includes "closed_by_merge" or "spam" or "voice_abandoned_in_queue".

      Ticket 1 has tags: "closed_by_merge", "provider", and "other_service"
      Ticket 2 has tags: "voice_abandoned_in_queue", "oos", and "csat_off"
      Ticket 3 has tags: "problem" and "tv"

      Results should only show 1 Ticket (ticket 3)

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