Michelle Erikson

Hello Zendesk Community,
 

I am encountering a challenge with managing and reporting on tickets that have multiple tags in Zendesk Explore. Each ticket in our system is tagged to categorize the type of issue or complaint the player is facing. However, when tickets have multiple tags, it complicates the reporting process and leads to inaccurate data.
 

Here’s a brief overview of the issue:

_Multiple Tags on Tickets: Players often submit requests with several tags, which makes it hard to isolate and count individual issues accurately.
_Inaccurate Reports: The presence of multiple tags can result in tickets being counted multiple times or not at all, depending on how queries are structured. This affects the reliability of the reports we generate for our developers to identify and fix game issues.
_User Errors with Forms: Users sometimes select the wrong form when submitting their requests, leading to incorrect tagging and further complicating the data. it also makes automated tags once the user chooses one of the fields/forms, which we can not always remove when we are replying back (trying to delete the auto-tag and it bounced back) 

I’m looking for advice or solutions to:

_Limit the number of tags on each ticket.
_Ensure tags are used consistently and correctly.
_Improve the accuracy of my reports in Zendesk Explore despite the presence of multiple tags.
Any suggestions or best practices from those who have faced similar challenges would be greatly appreciated!

Thank you 🙏🏼 🙏🏼 

Thanks for your help Mark Leci 
I appreciate your input and I'd like to explain the big dilemma I face repeatedly. My ultimate goal is to generate reports using these tags. However, whenever I attempt to create a report that provides a preview of the bugs in our game, I struggle to generate an accurate preview because each ticket has multiple tags. Do you have any advice on how to improve this process?

Is it possible to NOT use organizations at all? I would like Zendesk to quit saving users as an organization. I now have a pile of org that I have no use at all...cant even bulk delete. 

I would like to have an image icon (image attachment) on the "submit a request" form for NON-SIGNED USERS. This feature is currently affecting my users because 90% of our tickets are based on a screenshot communication. We just started using request forms after years our users are used to simple email communication when they were able to share as many attachments as they needed, and now we have taken that away from them, which makes things a lot more difficult for them and especially for our support team. 

This problem happens on a daily basis. This is critical for our business as it is the most essential feature our users need to do when they submit a ticket; it's always about screenshots from our mobile game app. This lack affects our support productivity and our customer satisfaction score in a severe way that damages our business 

Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)

no! I wish I had a workaround so I wouldn't have to waste all this time. 

What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)

Any button or option that can appear on the form so they will be able to attach an image would be great.

Update: I just found out that the only way the image icon is shown is when the users are logged in. but it is not an option for us. Would you happen to have an idea for a workaround? 

I want my users to be able to attach images when they open a ticket from the "submit a request" thing on the help center I already enabled attachment on the setting part, but for some reason, this option doesn't show when opening the page from a mobile. 

What am I missing here?  cus when I open the page from my PC, it shows 🥹

Francis Casino

Hey! 
I followed your instructions, but the attachment thing on my "submit a request" doesn't show when opening the page from a mobile. just when opened via PC 

For two years, we have been using Zendesk, where tickets are created when users send an email, and we tag those tickets using "tags", with only one tag per ticket, according to the main issue the player/user is raising with us. This allowed us to systematically track problems in the game (one tag per ticket) and generate 'convenient' reports for the developers.
Recently, we started using the feature of creating a ticket through the help center/guide and "forms" (submit a ticket), and this has caused a lot of chaos because the tags are created automatically, and each ticket receives several tags. I'm sure there is another way I'm unaware of to generate reports on the issues in the game. What is the best way to use this feature? I would appreciate any tips and help available. Maybe something about our "fields"/"forms" setting is not well set. 
Thanks in advanced 🙏🏼

Stephan Marzi care to share a few tips for tracking activity live? 🙏🏼 😬

Thanks, Brandon Tidd ! i did try before the live dashboard but sadly I think I got it the wrong way because I couldn't manage to get the live data. is there any template for tracking the agents' activity live dashboard?