Explore: Combine Ticket Tags to 1 Row

Hi Ruben, thanks for writing in! May we confirm if we're understanding it correctly. Are you trying to report tickets with multiple tags? Instead of having multiple rows of tags where some tags are present in one ticket? Looking into the available resources, it looks like you can do this through Reporting with tags. Particularly it sounds like you would want to use the formulas in either Finding tickets that have one of two tags or Finding tickets with multiple tags. That will depend on if you want to use OR or AND logic between the tags, respectively.

Thank you!

Hi @jupete, I think @ruben11 is looking for a way to concatenate all the tags for a ticket ID so that both attributes only occupy a single table row. Example in this Google Sheet.

Unfortunately, I don't think this is possible at the moment. We can join attributes manually, but that's not something one can easily maintain or escalate.

Thank you for this, Pedro! Appreciate it! Yes, it looks like that is what they are looking for. 

Hopefully, this will help Ruben's inquiry.

Was trying to figure this out myself -- I noticed that there's an attribute called "Obsolete - Ticket tags" which contains all the tags in one row/cell separated by commas (with the whole thing being in curly brackets - so trim first and last characters).

Not sure if this is something I can leverage due to the age of our accounts (both are >1 year old).

@jupete - Do you know if there is any plan to decommission this attribute in Explore? Hoping it sticks around for the foreseeable future....

This stuff is just so frustrating about Zendesk. Really poor. I'm now stuck trying to figure how how to merge all this into 1 row. Zendesk needs to up its game on the reporting side.

1 ticket but 30 rows because it has 30 tags. Seriously why isn't there an option to merge (concatenate) them.  I know the full dump merges them but that dump is useless if you want to automate things.

Has anyone come up with a resolution for this? 

I was wondering if this had been addressed as well.  Trying to combine tags from a custom field into 1 value for reporting.

+1

I need this functionality as well for reporting on multi-select custom fields.

Same issue here. Hopefully, someone comes up with a solution. I'm trying to do it with filters somehow, but so far no luck.

The only way that I got what I wanted was through a table. If you chose some other Visualisation, it might not work or show what you want it to. What I did might not work for everyone and in this situation, you cannot see the actual tags presented in the table, but you will get all of the desired tags (2 or more) combined and shown as 1 ticket by using this setup:

1. Metrics: Count(Tickets)

2. Columns - none

3. Rows: I only put Organization Name (you can put whatever you need) and a custom Standard Calculated Attribute*

4. Filters: In my case, I had a Ticket created attribute(I filtered it to show 2023 tickets) because I wanted a yearly overview and another custom Standard Calculated Attribute**

Standard Calculated Attribute* - IF (INCLUDES_ALL([Ticket tags], "tag1","tag2")) THEN [Ticket ID] ENDIF

Standard Calculated Attribute** - IF (INCLUDES_ALL([Ticket tags], "tag1", "tag2")) THEN True ELSE False ENDIF  (after you move this Attribute to Filters, make sure to filter it to True).

Then, you can simply sum it by going to Result Manipulation - Totals - Grand Totals on Rows - Sum.

In the end, I was left with a ticket count table that was filtered by (in my case) 2 tags that I wanted (you cannot see them in the row, but I named the report "Tag1-Tag2 report" and got the total number of tickets that contain only those two tags. Naturally, you can do this with more tags. My plan is to do a separate report for different combinations of tags by simply cloning this one and changing the tags.

I know it's not ideal (I am no expert at all), but it might help someone create a basic report like I did. If you get any other ideas, please let me know as well.