Reporting tickets that do not have any tag

3 댓글

  • Amy Dee
    댓글 작업 고유 링크

    Hi Anastazie! There's a simple way to do this in Insights. Due to the way the model is set up, Insights can't count a ticket unless it has tag data. That means all tickets must have at least one tag record in Insights, even if they don't have any tags in Zendesk.

    To make that work, Insights starts all tickets with a placeholder N/A tag value. As soon as a real tag is added, the N/A tag is deleted. This means you can find tickets that do or don't have tags, based on whether that placeholder has been deleted or not.

    You can follow the steps in our Reporting on ticket tags recipe to create a filter. The filtering metric would look like this:

    • SELECT IFNULL((SELECT # Tickets WHERE Ticket TagN/A),0)

    Once you have that metric, you can use it in filters. (There are instructions in the recipe article.) If a ticket returns a 1 in this metric, it has no real tags. If it returns a 0, it has at least one tag.

    I hope this helps! Happy reporting!

    0
  • Liam Kelly
    댓글 작업 고유 링크

    Ooo, I had to do this 

    SELECT COUNT(Ticket IdTicketTagId) WHERE Ticket Status <> Deleted AND Ticket Tag Deleted Flag <> true AND Ticket Tag = N/A

    0
  • Brett - Community Manager
    댓글 작업 고유 링크

    Thanks for sharing Liam!

    0

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