Gather ticket insights: TagsUpdated 3 hours ago

The Tags report shows how tickets are distributed across your tags over a selected time period. Use it to track which tags appear most often, identify trends in the types of issues your team handles, and drill into the tickets behind any count.

Requirements

• Available on all Helpdesk plans
• All roles can view the Tags report
• Only the account owner, admins, and leads can download ticket data

View the Tags report

The report displays three sections: Top used tags, Trend, and All used tags.

1. From your helpdesk, click the dropdown menu in the top-left corner.
2. Select Analytics.
3. In the menu, locate Insights, then select Tags.
4. Open the Date filter to adjust the report’s time frame, or click Add Filter to filter the report with custom dimensions.

Understand the report

Top used tags

The Top used tags panel lists the 10 most-used tags for the selected period. For each tag, it shows the total number of tickets labeled with that tag (Total) and the change compared to the previous period (Delta).

Trend

The Trend chart shows the usage of the top 10 tags as a line chart over your selected time period. Values are grouped by the date the tag was added to a ticket. Use this chart to see whether specific tags are growing or declining in volume over time.

All used tags

The All used tags table lists every tag used at least once during the selected period. It shows the Tag name, a Total ticket count for the full period, and individual columns for each date interval based on your aggregation filter.

Click the Heatmap toggle in the top-right corner of the table to apply color shading to each cell. Higher values appear darker, making it easier to compare tag activity across dates at a glance. Click the Percentage toggle to switch between absolute ticket counts and percentages of the total.

Filter the report

The report loads with a default date range and aggregation, with no additional filters applied. You can narrow the scope of the data using the filters at the top of the report.

The Date filter and Aggregation window are always visible. To add optional filters, click Add Filter and choose from the following:

• Agents
• Assigned team
• Channels
• Integrations
• Tags
• Custom fields
• Score
• Stores
• Auto QA

Change how tag data is counted

The  three dots icon menu in the top-right corner of the report controls two settings that affect how tag data is calculated and displayed.

Use the Set Tag Results options to control which tags appear in the table when you're filtering by a specific tag:

• Include related Tags in results — shows all tags found on the tickets that match your filter. For example, if you filter for "billing" and those tickets also have the tag "refund", both tags appear in the table.
• Exclude related Tags in results — shows only the tag you filtered for. Using the same example, only "billing" appears — other tags on those same tickets are hidden.

Use the Set Reference Timeframe options to control which tickets appear in the table, based on timing. You can choose whether the date range applies to when the tag was added or when the ticket was created:

• Show results with Tags based on all ticket statuses — counts any tag added to a ticket during your selected date range, even if the ticket was created before that period.
• Show results with Tags based on when tag was applied — counts only tags on tickets that were created within your selected date range. Tags added to older tickets are excluded.

For example: a ticket was created three months ago, and you added the tag "escalated" to it this week. With the first option, "escalated" appears in this week's data. With the second option, it does not.

Export tag data

To download the All used tags table as a CSV file, click the  three dots icon in the top-right corner of the report, then select Download Data. The file includes the tag name, total count, and individual date columns. Gorgias emails you a download link once the export is ready.

Drill-down and download ticket data

Click any value in the report to open the drill-down table and review the tickets that are included in the count. You can select a ticket from the table to open it in Gorgias, or download the ticket data as a CSV to analyze it outside of Gorgias.

1. From your helpdesk, click the dropdown menu in the top-left corner.
2. Select Analytics.
3. In the menu, locate Insights, then select Tags.
4. Click a value in the report.
5. Review the table directly in Gorgias, or click Export in the top-right corner.
6. Select either Export metadata only or Export with message content.
7. We'll email you a download link for the export file once it's ready.