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Reporting on Agent adding tag

  • March 20, 2023
  • 2 replies
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Nickolas11

I'm putting together a report for agents translating messages. We have a trigger that adds a tag x when an agent translates a message from our customer. The report I've made is from the updates history dataset but it's counting tickets with tag x for multiple agents who worked on that ticket.

Example: Agent A translates ticket -> trigger adds tag x -> customer responds -> Agent B now solves the ticket. 

The report shows both agents tag x count as 1 when Agent A should have 1 and Agent B should have 0. 

Is there a way to get the report to show how many tickets the tag was added for each agent but ONLY get the number of tickets tag x was added?

 

    2 replies

    Zach32
    • Zach32
    • March 21, 2023

    Unfortunately, you cannot report on this for tags but you can for fields. Instead of having a trigger apply a tag, create and hide a checkbox field and have the trigger check the box. This way you can report on the field change.

    This thread sheds a little more light on this: https://support.zendesk.com/hc/en-us/community/posts/4408868118298-Report-on-When-Tag-Was-Added-to-Ticket

      Frank20
      • Frank20
      • April 4, 2023

      The checkbox solution should work. Alternatively if you don't have TONS of agents, you could use a unique tag for each agent for easier reporting, but obviously not the most scalable solution.

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