Reporting on tags in Explore

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55 Comentários

  • Graeme Carmichael
    Ações de comentário Permalink

    Justin

    I share your frustration, but I hope I can help a little.

    You mentioned that you have a custom field, so rather that tags, I hope you do not mind if I give you an example based on that rather than tags just to keep it simple.

    First create your query:

    Metrics:

    • Count Tickets

    Columns:

    • YourProblemField

    Visualisation type:

    • Column

    Now comes the fancy bits:

    Result Manipulation> Result Path Calculation>

     

    Result Manipulation>Sorts

     

    Chart Configuration> Display Format>Edit Displayed Values

     

    This will give:

    Not quite as pretty as your version, but I hope it is a start for you.

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  • Eugene Orman
    Ações de comentário Permalink

    Graeme, thank you for the suggested set-up. 

    Justin, If you want to use the different colors for each column or bar add the Ticket tags or your custom field attribute both to the columns and rows and set the result path calculation to be applied on the whole results. Here is a demo: https://cl.ly/ccb6f1ecdf7f 


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  • Violeta Micu
    Ações de comentário Permalink

    Hi guys,

    I also tried all options provided by you and unfortunately i cannot see any value as a result.

    The last one i tried is the folowing:

    Please let me know if i did any mistake or i should create a ticket for this issue.

     

    Thank you!

    Vio

     

     

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  • Violeta Micu
    Ações de comentário Permalink

    Hello Eugene,

    Thank you for your fast answer.

    I already used filters regarding data and yeah i can see that there are results if i choose a shorter period of time(like 2 weeks).

    Unfortunately i cannot use the tag filter because i need to use 2 kind of metrics, one where i can see all tickets and one where i can see the tickets with the specific tag.  

    In conclusion, now it works, but i am dissapointed that i cannot show a longer period of time without using filters as i used to do in Insights :(.

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  • Tom Skjønsberg
    Ações de comentário Permalink

    @Violeta,

    Not sure if it is helpful to you, but the way I worked around the limitations was to use the following calculation

    This allowed me count multiple tags as long as they all end with _chat_query. I also had to set it as DCOUNT, since it defaults to SUM when saving the metric.

    This might be what you need to get your tags counted correctly.

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  • Mari-Liis
    Ações de comentário Permalink

    Hi Tom, 

    A quick question.I tried to create a standard calc. metric using support: tickets (default dashboard), following your example.

    I select my new metric and d_count, tho I get an error message: Only partial results are visible for this query because the underlying SQL query returns more than 50,000 rows. To limit performance issues, each delegated SQL query is restricted to 50,000 rows.

    Here is the metric I created: If (CONTAINS([Ticket tags],"_Edward" )) THEN [Ticket ID] ENDIF

    Any idea what went wrong? 

    Thanks in advance, 

    Mari 

     

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  • Carla
    Ações de comentário Permalink

    Hi!

     

    I want to know how many were Tickets solved without taking into account merge tickets. I have created this metric to substract it from Tickets solved.

    but when I do a Result metric calculation to substract it, I do not find it. 

    Is there something wrong?

    Thanks!

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  • Oriol Prats Navarro
    Ações de comentário Permalink

    Same as with Mandvi, trying to do a calculated metric does not show [Ticket Tag]

     

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  • Jessica Blake
    Ações de comentário Permalink

    Hi Mandvi and Oriol!

    Our Explore team are currently updating our data sets to enable you to report on combinations of presence & absence of specific tags. The [Obsolete - Ticket tags] attribute will still work and by now you should see the new [Ticket tags] attribute in your account. 

    You can check out the comment from Vincent on this change here.

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  • Justin
    Ações de comentário Permalink

    Does anyone know if it's possible to report on timestamps with tags? For example, how long from when a ticket is created until a tag is applied? Or, even better, time from when a ticket is created until when a custom field is updated?

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  • Justin
    Ações de comentário Permalink

    Super helpful, thanks @Graeme Carmichael. Would this also work to see how long a ticket has been assigned to a group? And, is it possible to not only show that max (last time it was set)  but rather to show how long a ticket has been assigned to each group/tier? For example:

     

    Tier 1 - 1 hr

    Tier 2 - 2 hrs

    Tier 3 - 2.5 hrs

    Total time to resolution from ticket creation = 5.5 hrs

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  • Graeme Carmichael
    Ações de comentário Permalink

    Justin

    Unfortunately, I do not believe that will work for groups.

    You can use:

    • SUM(Field Changes time)  as the metric.
    • Changes Field Name = group ID as a filter
    • Changes Previous value  as ROW

    This should aggregate the time spent per group, but you do not get the time spent in the final group. In Explore, I do not know how to adjust for that. Because there are timestamps for each event, I would expect there to be a way to accomplish this, but that is beyond me.

     

     

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  • Daniela Sanguino
    Ações de comentário Permalink

    Hope this helps:

    Metric: count tickets

    Column: ticket tags 

    Filter: the tags I wanted to filter

     

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  • Andy R
    Ações de comentário Permalink

    I'm not getting this to work at all.

    This is my formula on my metrics:

    IF (CONTAINS([Ticket tags],"HRIS__"))
    THEN COUNT(Tickets)
    ENDIF

    IF (CONTAINS([Ticket tags], "360__"))
    THEN COUNT(Tickets)
    ENDIF

    This is the result:

    The count value is the same across the two metrics:

    I tried a variation of this by using the values on the field I want to report on but the result is the same

    Any help is appreciated!

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  • Rob Stack
    Ações de comentário Permalink

    Hi AndyR, I think the issue with the formulas is that they both return a count of ALL tickets if the condition is true, not just the tickets with the tag:

    IF (CONTAINS([Ticket tags],"HRIS__"))
    THEN COUNT(Tickets)
    ENDIF

    I think you can fix this by returning the ID of each ticket instead, then make sure when you add the metric to the Metrics panel, it has the COUNT aggregator. The formula would look like:

    IF (CONTAINS([Ticket tags],"HRIS__"))
    THEN [Ticket ID]
    ENDIF

    I hope this helps!

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  • Andy R
    Ações de comentário Permalink

    I'm still not getting the right results. Seems like it's adding the metrics together. I changed the metric to get the value from a dropdown field instead and the results are better, but something is still happening when I add the second metric.

    I think I need to exclude tickets which does not have a value set on the field.

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  • Violeta Micu
    Ações de comentário Permalink

    Hi AndyR,

    Do you see any error in the bottom of your Explore window? It should be something with red (if it is).

     

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  • Andy R
    Ações de comentário Permalink

    No errors. I changed the attribute to contain the value on the field i want:

    IF (CONTAINS([[redacted] Category], "HRIS::"))
    THEN [Ticket ID]
    ENDIF

    The result is 96 in the query.

    I did an Excel export and the count of the value in Excel is 17 in the time period I have in my filter. If I include blanks the value count is 96.

    So I added a filter on the field to exclude blanks I got the result I wanted. Optimally I would like to filter away blanks in the query formula.

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  • Chris H
    Ações de comentário Permalink

    Hello Dragan,

    To be able to do this we would have to find distinct update those macros are doing, if there are any field changes on the ticket that are updated? Otherwise if you create a custom metric that holds that view value and have it update with your macro we would be able to track that using the [changes field] metric. Unfortunately though updates just to tags are not trackable like that.

     

    I hope this helps!

    Best,

    Chris H

    Customer Advocate

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  • Dragan Dordevic
    Ações de comentário Permalink

    Hello Chris,

    Thank you for the prompt response.

    Unfortunately, our Macros do not always make updates to Ticket fields - sometimes they do, but most of the times they just add/remove tags.

    So, just to make sure I understood you correctly - if we were to adjust those Macros so that they, besides making changes to tags, start making changes to some Ticket fields, we would be able to track this?

    An additional question here - would changes even to some Custom Ticket Fields (the ones we create ourselves) be trackable this way?

    And finally - could you give me an example of how the [changes field] metric is used? If we wanted for example to check how many times an agent changed a ticket Status field from New to Open in a period of time (i.e. January 2019)

    Thanks a lot, this is crucial for us to understand in order to set up the appropriate reporting strategy.

     

    Best,

    Dragan

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  • Chris H
    Ações de comentário Permalink

    Dragan,

    Yes if you change a field with your macro we can get the previous value and new value of that field and when it changed. Also, yes to your second question this is tracked for your custom fields as well! To use the changes field metric in that way you would need to filter it on the name of that field in this case Ticket status. Then also add field previous and field new values from the attributes list. This is shown in my screen shot.

    I hope this helps!

    Best

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  • Dragan Dordevic
    Ações de comentário Permalink

    Hey Chris,

    This helps a lot, thanks!

    Would it be possible also to somehow check how much time passed between these changes? So for example, if a field we are looking at is a custom field which we call "Workflow Status", and we want to check how long the ticket was in Workflow Status A before being changed to Workflow Status B, would be able to do this as well?

    Thanks!

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  • Chris H
    Ações de comentário Permalink

    Dragan,

    You should be able to do that with a couple of custom metrics. The first one being if [changes - field name] is Workflow status and [changes - new value] is status A then [ticket update - datestamp] then create the same thing except add new value as status b.
    From there you will need to do a result metric calculation for the datediff between the two and that should return what you're looking for!

    Best,

    Chris H
    Customer Advocate

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  • Tom Hanks
    Ações de comentário Permalink

    Hi there, we really need to be able to filter our backlog data by tags, is this in the pipeline?

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  • Devan
    Ações de comentário Permalink

    Hello Tom Hanks

    At this time we have no new announcements on this area of the product. I would recommend posting your feedback in our product feedback forums so our developers can consider adding this to our roadmap for future updates. 

    Best regards. 

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