Plan requirement
| Subscription | Suite Professional or higher, Support Professional or higher |
| Access | Admin |
Explore can report on tags, with two behaviours that make the numbers wrong if you do not know about them.
Build the report
- Open Explore and create a report on a ticket dataset.
- Add a metric counting tickets.
- Add the tag attribute as a row.
- Filter to the tags you care about, rather than showing all of them.
The two behaviours
A ticket with three tags counts three times
Because tags are a list, not a single value. Add up a tag breakdown and the total exceeds your ticket count. That is correct behaviour and a wrong conclusion if you read it as a share of tickets.
Where you need percentages, filter to one set of mutually exclusive tags, or use a field instead.
Unfiltered means everything
A report on all tags shows every tag your account has ever used, including typos and abandoned schemes. Always filter to the ones you are asking about.
Why a field is usually better
A drop-down field holds one value per ticket, so the numbers add up and the list is fixed. Anything you report on regularly should be a field, with tags reserved for marking that something happened.
If a tag report is important enough to be on a dashboard, that is the signal to make it a field.
What tags do report well
Yes-or-no questions. How many tickets were escalated, how many got a reminder, how many came through a particular route. Those are exactly what tags are for.
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