Reporting on Tags Applied By Agents

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3 Comentários

  • Brett - Community Manager
    Ações de comentário Permalink

    Hey Danny, 

    You could pull this information by using the following:

    Metric: D_COUNT (Agent Updates)

    Attributes (Rows): Updater Name, Ticket ID, Ticket Tags

    You can also filter the Ticket Tags attribute to only include your macro tags if you'd like to make the report smaller.

    I hope this points you in the right direction!

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  • Danny Koss
    Ações de comentário Permalink

    Hi Brett, thanks for the follow up. Would that return a list of ticket IDs in which an agent applied a specific tag? I suspect this query will return a list of all ticket IDs with a certain tag in which the agent was an updater, but not necessarily the agent who applied the specific tag.

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  • Brett - Community Manager
    Ações de comentário Permalink

    Hey Danny,

    Thanks for the clarification!

    We did some testing on our end and it looks like you're correct. This will return the Updater who applied tags and will repeat the tags for each person that made updates to the ticket.

    Since the application of tags isn’t currently being tracked in the Ticket Updates dataset, You won’t be able to tell who/when a tag was applied.

    Apologies for the confusion there!

    0

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