• Amy Dee

  • 2019년 05월 09일 16:39

  Zendesk team member

  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 Tag = N/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!

• Liam Kelly

  • 2019년 05월 14일 20:45

  Ooo, I had to do this 
  
  SELECT COUNT(Ticket Id, TicketTagId) WHERE Ticket Status <> Deleted AND Ticket Tag Deleted Flag <> true AND Ticket Tag = N/A

• Brett Bowser

  • 2019년 05월 15일 16:58

  Zendesk Community Team

  Thanks for sharing Liam!

댓글을 남기려면 로그인하세요.