Explore recipe: Reporting on tickets with similar tags

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<p>In this recipe, you’ll learn how to report on tickets with similar tags that include a certain word or string. This is useful for grouping your ticket tags and seeing how many tickets have similar types of tags.</p>
<p>This recipe involves creating a custom attribute to group your tags into different categories using the <a href="https://support.zendesk.com/hc/en-us/articles/4408834558746-Explore-functions-reference#topic_l1t_plf_dhb" target="_self">CONTAINS</a> function, which serves as a great alternative to <a href="https://support.zendesk.com/hc/en-us/articles/4408836227866-Organizing-values-by-groups-and-sets#topic_epc_gw1_fv" target="_self">creating a group attribute from ticket tags</a>.</p>
<p>Before, without grouping: <img class="img-screenshot" src="https://zen-marketing-documentation.s3.us-west-1.amazonaws.com/docs/en/explore_recipe_tickets_similar_tags_1.png" width="850"></p>
<p>After, with grouping:</p>
<p><img class="img-screenshot" height="548" src="https://zen-marketing-documentation.s3.us-west-1.amazonaws.com/docs/en/explore_recipe_tickets_similar_tags_2.png" width="650"></p>
<p>This article contains the following topics:</p>
<ul>
<li><a href="#h_01FV0N6TH4XJAC90SSXSZ2G9MX" target="_self">What you’ll need</a></li>
<li><a href="#h_01FV0N70WPM69PMTAZPDMD0MWD" target="_self">Creating the report</a></li>
</ul>
<h2 id="h_01FV0N6TH4XJAC90SSXSZ2G9MX">What you’ll need</h2>
<p><strong>Skill level:</strong> Intermediate</p>
<p><strong>Time required:</strong> 10 mins</p>
<ul>
<li>Zendesk Explore Professional or Enterprise</li>
<li>Editor or Admin permissions (see <a href="https://support.zendesk.com/hc/en-us/articles/4408836002970" target="_self">Giving agents access to Explore</a>)</li>
<li>Ticket and tag data in Zendesk Support</li>
</ul>
<h2 id="h_01FV0N70WPM69PMTAZPDMD0MWD">Creating the report</h2>
<ol>
<li>In Explore, click the reports (<img src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_query_icon.png">) icon.</li>
<li>In the Reports library, click <strong>New report</strong>.</li>
<li>On the <strong>Select a dataset</strong> page, click <strong>Support</strong> &gt; <strong>Support - Tickets</strong>, then click <strong>Start report</strong>. The report builder opens.</li>
<li>In the <strong>Metrics</strong> panel, click <strong>Add</strong>.</li>
<li>From the list, select <strong>Tickets</strong>, then click <strong>Apply</strong>. <a href="https://support.zendesk.com/hc/en-us/articles/4408846897178-Choosing-metric-aggregators#topic_ycz_vxv_ngb" target="_self">Change the aggregator</a> to <strong>D_COUNT</strong>.<br>
<div class="note tip">
<span class="tiptitle">Tip:</span> You can also add the <strong>Solved tickets</strong> and <strong>Unsolved tickets</strong> metrics to further break down the count of total tickets in your report.</div>
</li>
<li>In the <strong>Calculations</strong> menu (<img src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_calculations.png">), click <strong>Standard calculated attribute</strong>.</li>
<li>In the <strong>Name</strong> field, give your attribute a name like <strong>Tag grouping</strong>.</li>
<li>In the <strong>Formula</strong> field, enter or paste the following formula to look for ticket tags containing a certain word and label them as a group. Replace “option” and “test” with any word or phrase to match on different tags.
<pre>IF (CONTAINS([Ticket tags],"option")) THEN "Option-related tags"<br>ELIF (CONTAINS([Ticket tags],"test")) THEN "Test-related tags"<br>ELSE "Other tags" ENDIF</pre>
</li>
<li>When you’re finished, click <strong>Save</strong>.</li>
<li>In the <strong>Rows</strong> panel, click <strong>Add</strong>.</li>
<li>From the list, select <strong>Tag grouping</strong> (the standard calculated attribute you created), then click <strong>Apply</strong>.</li>
<li>(Optional) <a href="https://support.zendesk.com/hc/en-us/articles/4408825475354#topic_enj_1pk_zwb">Update the default <strong>Ticket created - Date</strong> filter</a> to narrow your results to a specific timeframe.</li>
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