See what customers write about with the Tags report
The Tags report ranks tags by tickets created in the period, with each tag's share and change versus the previous period, to spot rising problems.
Last updated 2 min read
The Tags report shows what customers write about most, and what is growing. It is the fastest way to find the topics worth a better macro, a help article or a fix in your store.
Before you start
- Who can do this: everyone.
- Plan: all plans.
- What you need: tags on your tickets, added by hand, by macros or by rules.
Step by step
- Open Analytics and choose Tags ("Tickets created in the period, by tag. A ticket with two tags counts for both.").
- Pick a date range, such as Last 30 days.
- Read the ranked list: tickets, share and change versus the previous period.
- Switch to the table for every tag, with Previous and Change columns.
- Press Export CSV to keep a copy.
What happens next
The chart shows the top tags. The description tells you when there are more ("top n of all, all in the table and CSV"). Change is shown when the range has a comparable previous period.
Acting on the report
| Pattern | Action |
|---|---|
| A topic is always top | Write a better macro and a help article for it |
| A topic jumps this week | Look for a cause: courier, stock, a broken page |
| A tag is rarely used | Merge it into another or delete it |
Before and after a change
When you change something in your store, such as a size guide or a courier, compare the related tag for the month before and the month after with a Custom range…. A falling count is the clearest proof the change worked.
Tips
- Tag by reason for contact, not by action taken, for a useful report.
- Pair with Busiest times filtered by tag to see when a topic peaks.
- Use rules to tag automatically so the report does not depend on memory.
- Share the top five tags with whoever runs your store or product each month; they are a direct list of what confuses or frustrates customers.
Troubleshooting
The report is empty
No tickets with tags were created in the period. Widen the range or start tagging.
A renamed tag shows its new name for old tickets
Renaming a tag updates it everywhere, including past tickets, so the report always uses the current name.
Change is missing
Change is shown only when Hushdesk has data for the whole previous period. Pick a shorter range, or wait until you have more history.
Frequently asked questions
How does the Tags report count tickets?
It counts tickets created in the period by tag. A ticket with two tags counts for both, so the shares can add up to more than 100 percent across tags. Each tag shows its tickets, its share of the period and the change against the previous period.
How do I spot a new problem with the Tags report?
Look at the Change column against the previous period. A tag such as damaged or delay that jumps compared with last week is an early warning, for example a courier problem or a bad batch. Click through to a view for that tag to read the tickets.
Why are some tickets not in the Tags report?
Tickets without tags are not counted. Use rules to tag the most common topics automatically and macros that add tags when sent, so most tickets carry at least one tag and the report reflects your real volume. Compare the total with Tickets created in the Overview report to see how many go untagged.
Can I see every tag, not just the top ones?
Yes. The chart shows the top tags, and the description says top n of all when there are more. Switch to the table to see every tag with its count, share and change, or press Export CSV for the full list.
Can I filter the Tags report by channel or agent?
Yes. Use the filters at the top, such as Channel for chat only, Agent or Team, together with the date range. For example, compare which topics arrive by chat and which by email to decide where better self-help would save the most time.
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Related articles
- Manage tags, colours and namesCreate tags with colours, rename a tag everywhere it is used, see how many tickets use each one and delete tags you no longer need.
- Tag a ticketAdd and remove tags on a ticket from the sidebar, create a new tag on the fly, and use tags to build views, rules and reports.
- Break down tickets by ticket fieldThe Ticket fields report counts tickets created in the period by the value of a dropdown field, such as Outcome or Contact reason, with trends.
- Filter reports and compare periodsSet a date range or custom range, filter any report by channel, agent, team and tag, and read the change against the previous period of the same length.
Still stuck?
Chat with the Hushdesk team. A person answers on every plan.