Missing Tags on Good Data
답변함I was trying to track macro usage with tags, so I added tags to every macro I created. It seemed like the tags managed to save onto the macro, so I thought everything was alright. But when I went into Good Data and tried to filter the tags I created for a report, they were not there. Why weren't the tags added to the list? Can anyone help?
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Sharon
The first thing to check is that you have tickets with the expected tags.
In Support, use the advanced search and find ticket with a tag. For example, search for:
- tags:mytag
This will confirm that your macro is attaching the tag to the ticket correctly. If no results are found either the macro has not been used, or the agent's role is preventing tags being added with macros.
If you have an Enterprise account, check out Manage> People and edit a user role. Under the Tickets section there is an option for tags:
If you are finding the tags in support, help for reporting on tags in Explore is here.
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Hi Graeme, thanks for answering! This might explain a lot. So if I understand you correctly, the reason my tags are not added to the macros may be that I don't have the permission to add tags to macros? Because I did try searching tags:mytag, but none of my tags are coming up as a search result.
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Sharon
Yes that is correct.
After you apply a macro to a ticket, you can then check if it has worked by looking at the ticket events.
Hope that helps.
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Sharon
Just noticed you are using Insights. So the tag reporting is here.
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Thank you, Graeme. This is all extremely helpful. I'll definitely look into the ticket events tomorrow and see what I can find.
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