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How to update new defined tag automatically in Explore?

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CS Agent

2021년 6월 12일에 게시됨

When having new bug reported by user, we require Agent use new tag with format "bugDDMMYY", e.g in 12 Jun 2021, all the tickets which users report bug will add "bug120621" tag.

I created a report to track number of bug by tag as link: https://prnt.sc/154qny1

And when new bug reported, I have to manually add more new ticket tag like image below
https://v2uploads.zopim.io/2/5/a/25a9y1btM6rnjyOk0tRGQ8B9XMnqKAEG/d09b48fa8bb98e0875a3237085b3071144211dd0.png

Is there any ways to build the report could be updated new defined tags automatically without adding manually like above?

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    Chandra Robrock

    Most Helpful - 2021Community Moderator

    You could consider creating a Standard Calculated Attribute using this formula:

    IF STARTSWITH([Ticket tags],"bug")
    THEN TRUE
    ELSE FALSE
    ENDIF

    Once built, you can then add that Standard Calculated Attribute as a filter to your query and select "true." That should allow you to see only the ticket tags that start with the word "bug."

    1

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    CS Agent

    My report works now. Thanks Chandra a lot :)

    0

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    CS Agent

    Hi @...,

    May I ask if my requirement is filter the ticket tag contain "bug" , e.g.  "xbugabc". Which formula fits?

    0

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    Chandra Robrock

    Most Helpful - 2021Community Moderator

    Of course! In that case, you'd likely want to use the CONTAINS function. Ex: CONTAINS([Ticket tags],"bug")

    You can find a full list of functions that Zendesk Explore offers here.

    0

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