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 🙏🏼
submit a request/forms - best practice
@naama11 this is interesting for sure! Categorizing tickets is one of the biggest challenges of an effective support organization, and I've very rarely seen it done well. If you have been able to successfully categorize issues with a single tag per issue that is very impressive, but tbh Zendesk is not really set up to work best with that type of setup, which I think is what you're seeing now. It's more typical for tickets to have a lot of tags, mostly due to fields or automations, which then gives you a lot of reporting options. For example, you can use automations or triggers to assign tags if a combination of circumstances applies, or if a macro is used etc., which then lets you report on exactly when that event is happening and what the outcome is (good csat, good response time etc.). My point is that I would challenge your assumption that a single tag per ticket is preferable. It might be a change but multiple tags per ticket is a good path forward. When it comes to your fields and categorization, this does mean that you have to be really careful about selecting non-overlapping categories. For example, if your ticket types are something like 'bug, performance, satisfaction' that's not ideal because they are all describing different things. You might find you need multiple fields to capture everything accurately.
I hope this helps a little but I would love more information about what you're doing today and why this approach has been successful so far!
Hey Naama -
This is a great time to introduce a custom field with a dropdown that mirrors your legacy tagging structure. First, you would create a custom ticket field that is a dropdown of values for your end-users, or agents, to choose from. You can then associate a tag with each of the values and, rather than reprrting on the tags, you can report on the values in the dropdown menu. This would allow you greater flexibility, while also allowing you to maintain the tagging process that Zendesk uses with forms. This Video from Zendesk might also help!
Brandon
Thanks for your help @mark14
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?
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