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We're using Zendesk as our help desk - we're having a lot of tickets and a lot of tags.

Our tag usage is "hierarchical" e.g. when tagging an iPhone ticket we tag it "iphone" and "mobile", when having an android ticket: "android" and "mobile".

Since zendesk doesn't offer any way to browse and drill down through the tags (while showing the tickets that match the current drilldown) - is there anything available for anything similar - e.g. delicious or flickr.

Zendesk has an api so I think anything that works for flickr/delicious should work for zendesk.

Edit: clarification: What I'm expecting the tool to do:

  1. show me a list of the most frequent tags (e.g. tag cloud)
  2. I click on "Mobile"
  3. the tool looks up all tickets tagged "Mobile" and shows the most frequent tags (apart from mobile), ordered by frequency (e.g. Android, iOs, Blackberry)
  4. I clicks on "Android"
  5. go to step 3
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I'm looking for the same feature in some common blogging/wiki free applications – systempuntoout May 2 '11 at 9:15
I'm not sure I understand the question. Tags in general, and Zendesk's tags in particular, are not hierarchical. Anyway, can't you create different views that fake drilldowns? For example you can create one tag view that contains the tag "mobile", one view that contains tags "mobile" and "android" and another view that contains "mobile", "iphone". – Ciaran May 6 '11 at 9:36
@Ciaran: I clarified my post – Philipp Keller Jun 20 '11 at 6:21

1 Answer

up vote 1 down vote accepted

According to the API documentation, this is not currently possible.

 1. show me a list of the most frequent tags (e.g. tag cloud)

You can do this with the API call GET /tags.xml, and output the 100 most used tags.

 2. click on "Mobile", the tool looks up all tickets tagged "Mobile"

Doable. Call the API method GET /tags/#mobile.xml which would return the list of tickets tagged 'mobile'.

 3. the tool also shows the most frequent tags (apart from mobile), ordered by frequency (e.g. Android, iOs, Blackberry)

This step is not possible. There's no method to show a list of tags other than the 100 most popular.

However, what you can do is to list all the tickets tagged 'mobile', as before, then write out each ticket's tags: GET /tags/#mobile.xml?for=ticketNbr.

 4. click on "Android"

 5. go to step 3

Now call the API method GET /tags/#mobile+android.xml which would return the list of tickets tagged 'mobile' and android. Again, no tag cloud view though.

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