Measure First reply time with excluding tickets have specific tags

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  • Chandra Robrock
    Community Moderator

    Hi Edwin! You can achieve this by building a custom attribute using Zendesk's NOT INCLUDES_ANY logic to specify which tag should be filtered out of your report and then filter your report by this attribute. See example formula below:

    IF (NOT INCLUDES_ANY([Ticket tags], "Alaska")) THEN "true" ELSE "false" ENDIF

    More information here


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