Exclude Tickets by Tag in Zendesk Reports
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 Support - Tickets dataset. In the report builder, use the Standard calculated metric to define a formula that excludes the desired tag. For example, use the formulaIF (NOT INCLUDES_ANY([Ticket tags], "tag1")) THEN [Ticket ID] ENDIFto exclude tickets with the tag "tag1". Add this metric to your report and apply it to see the results. For more details, check out the originalZendesk help article.
More related questions
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 that…
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 select…
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 adjust…
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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