Exclude Tickets by Tag in Reports - Frequently asked questions
Discover how to exclude tickets with specific tags from reports. This page answers common questions and provides guidance on managing ticket data effectively.
Frequently asked questions
How can I exclude tickets with a specific tag from Zendesk reports?
To exclude tickets with a specific tag from Zendesk reports, you need to create a custom metric or attribute. Unfortunately, filters cannot exclude tags directly in Explore reports. To do this, open Explore and create a new report using the…
Why can't I use filters to exclude tags in Zendesk Explore reports?
Filters in Zendesk Explore reports cannot exclude tags directly, which can be confusing for users. Instead, you need to create a custom metric or attribute to achieve this. This involves using the Standard calculated metric to define a formula…
What is the process to create a custom metric to exclude tags in Zendesk?
Creating a custom metric to exclude tags in Zendesk involves several steps in the Explore report builder. First, open Explore and start a new report using the Support - Tickets dataset. In the report builder, click the Calculations icon and…
Can I use an OR statement to exclude multiple tags in Zendesk reports?
Yes, you can use an OR statement to exclude multiple tags in Zendesk reports by modifying the custom metric formula. For example, if you want to exclude tickets with tags like "closedbymerge", "spam", or "voiceabandonedin_queue", you can…
Why is it important to exclude certain tags from Zendesk reports?
Excluding certain tags from Zendesk reports is crucial for accurate data representation and decision-making. For instance, if your team merges tickets or receives automated notifications, these might inflate your ticket counts and skew key…
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
“Since implementing My AskAI, the AI agent has deflected at least 68% of all customer queries. This has allowed us to get our average human response time down to under 60 seconds. A goal we've had for the last 6 months and finally achieved now with My AskAI.”
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“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
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