Ticket Tags

6 댓글

  • Ben Van Iten
    Zendesk Community Team

    Hi Judith,

    Sorry to hear you're running into issues here. When you were reporting on the tags, were you building a custom metric for the tags as detailed in this article - Reporting on ticket tags ?

    With Insights you are not able to simply select the ticket tags attribute for reporting without the above step. If you have gone through that step please let us know. We might have to turn this into a ticket for our support team at that point for further troubleshooting.

    Thanks!

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  • Judith Wurm

    Hi Ben,

     

    thank you for your answer. I did not see the articel, well it sounds..challenging :-D

     

    I am wondering now if was i made in the past was wrong. i recognize now that ticket tag can only been choosen when i select special metics at "What" The "What" ist just "Tickets" now. We want to see how many tickets with special ticket tags we solved in the last month. When i look at the reporting it lookes right but seems too easy when i read the artikel.

     

    What do you think? I also want to report the satisfaction score, first reply time, full resulution time after that to one Tag...

     

    Regards

     

    Judith

     

     

     

     

     

     

     

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  • Ben Van Iten
    Zendesk Community Team

    Hi Judith,

    Unfortunately using the ticket tag attribute in that fashion will produce unreliable data. While I know it does seem like a pain to create a custom metric for each tag, you only have to do that once per tag :)

    The article I linked above has a step by step guide on how to do it. When I started at Zendesk I found the process very intimidating but once I did it once it made a lot more sense and I was able to master it pretty quickly.

    I hope this is helpful!

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  • Judith Wurm

    Hi Ben,

     

    well i think i got it. I just hope it it right, was a little bit confusing, but maybe cause my englisch is just "okay".At the beginning i had some Problems cause i used always "Ad To" weh i was building the metrik cause i though that would just as the Attribut and then i got some error messages. But then i found an artikel which said double Klick ist right. i will do it for our other tags too now. Then i have to find out if it is possible to report about 4 tags in one report.

     

    Regards

     

    Judith

     

    Regards

     

     

     

     

     

     

     

     

     

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  • Judith Wurm

    Hello again Ben,

     

    i have a new Problem. When i try to find out the satisfaction score from that one special ticket tag, i can not filter after it :-(

    Regards 

     

    Judith

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  • Ben Van Iten
    Zendesk Community Team

    Hi Judith,

    I'm going convert this request into a ticket so that our support team can take a closer look.

    Thanks!

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