A revamped Tags report 🥁

We have revamped the Tags report to bring the best of our new analytics stack:

• Aggregate data over up to 365 days.

• Use all the new filters (agent, Ticket Fields, etc.).

• Check the evolution of your tags over time thanks to the Trend Chart.

A couple of things to note:

1. The usage counts may differ slightly between the new and legacy reports:

   • The new version shows "The number of tickets tagged with a certain tag during the period (regardless of the ticket creation date)."

   • The legacy version showed "The number of tickets created during the period that have been tagged with a certain tag (regardless of the tagging date)."

2. The meaning of 'Percentage' differs:

   • In the new report, the % represents the distribution of used tags during the period, regardless of when the ticket was created. The total is equal to 100%.

   • In the legacy report, the "Percentage" column showed the % of tickets created during the period that have a given tag (the total of the column could be over 100%).

Other notable improvements:

• We have introduced the Aggregation filter, allowing you to change the aggregation window in reports featuring graphs over time. Choose from day, week, or month.

• You can now add the Tag filter multiple times, allowing you to combine Tags in more complex ways. For example: Assuming you want to include all tickets from your VIP clients but not the marketing tickets sent to them, you could now add the following two filters to your reports:

  • Tag is one of VIP

  • Tag is not one of marketing