Tags report
Partly availableSee which tags come up most, how many tickets carry no tag, and how quickly and how well each kind of ticket is resolved.
On this page
Analytics > Tags tells you what customers write about, as far as your tags record it. It opens with one line on coverage, for example "12 of the 338 tickets created in this range (4%) have no tag". Read that first: when many tickets are untagged, the rest of the report describes only part of your work.
What the report shows#
Most used tags ranks tags by the tickets opened in the range that carry them, with each tag's share of all tickets opened. The chart shows the ten biggest; the table below lists every tag.
| Column | What it counts |
|---|---|
| Tickets created | Tickets opened in the range that carry the tag |
| Share of tickets | Those tickets as a part of every ticket opened in the range, tagged or not |
| Tickets closed | Tickets with the tag that were closed in the range and are still closed |
| Median resolution | The middle time from opening to closing for those closed tickets |
| Satisfaction score | The average score on tickets with the tag, with the number of scores in brackets |
| Change in tickets created | How the tag's volume moved against the comparison period; New when it had no tickets then |
Click a column heading to sort. Sorting by Satisfaction score from lowest, or by Median resolution from longest, shows which kinds of ticket go worst. Switch on Business hours only to count resolution time inside your opening hours only.
How tags are counted#
Tags are read as they are now. A tag added today to a ticket opened last month counts in last month's figures, and a tag that was removed no longer counts anywhere. Deleted tags drop out of the report.
A ticket with several tags counts under each one. Shares can therefore total over 100%. The share is measured against all tickets opened, each counted once, so it answers "what part of our tickets were about this".
Each figure keeps its own date. Tickets created use the day the ticket was opened, tickets closed and resolution time the day it was closed, and satisfaction the day the customer gave the score.
Tags that no ticket in the range carries are left out.
Look at one tag in depth#
Pick a tag in the Tag menu at the top of any report. On the Overview that turns every tile and chart into figures for tickets with that tag, so Tickets created over time becomes the tag's trend across the range. On the Satisfaction report it shows the scores and comments for that kind of ticket.
Ticket fields and contact reasons#
There is no report that splits tickets by the values of a ticket field or by contact reason. If you want to report on something, record it as a tag: agents can add tags while they work, and rules and macros can add them automatically. See Tags.
Export#
Export CSV downloads one row per tag with the columns above and the comparison period's ticket count, plus a No tag row with the untagged tickets and their share.
Related articles
- TagsLabel tickets by topic so views, rules, macros and reports can find them, and keep the tag list tidy with descriptions, colours and merges.
- Analytics overviewFind the reports, read the ten headline figures on the Overview page, see how each moved against the period before and chart any of them over time.
- Filter, compare and export reportsPick a date range and a comparison, narrow a report to one channel, tag, agent or team, count business hours only, share the view and download it as CSV.
- How each metric is countedThe exact rule behind every figure in Analytics, from tickets created to one-touch rate and survey response rate, and the rules all reports share.
Still stuck?
Write to the Growth Dept team and a person answers. Say which helpdesk you work in and what you were trying to do.