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Help Scout Mailbox Total Conversations by Tag Name

The Conversations by Tag Name metric allows you to track and analyze customer conversations that have been assigned a specific tag, helping you understand and optimize the types of issues your customers are raising through those tags.

With Databox you can track all your metrics from various data sources in one place.

Total Conversations by Tag Name 2.190,879 Start tracking this metric
  • About
  • Technical Details
  • Notes
What is "Total Conversations by Tag Name"?
The Conversations by Tag Name metric in Helpscout tracks the number of conversations that are tagged with a specific tag. This allows customer support teams to easily organize and categorize conversations based on different topics or themes, making it easier to search and analyze conversations related to specific issues. The metric also helps teams understand which tags are being used most frequently, which may indicate areas of high customer demand or common pain points. By monitoring this metric, teams can improve their overall support strategy and ensure they are responding to customer needs effectively.
Example: Conversations by Tag Name can help identify common themes or issues that customers are contacting support about, such as billing questions or product features.

Visualizations

  • Databox visualization

    Bar and Line Chart

    Used to show comparisons between values.

How to track Total Conversations by Tag Name in Databox?

Databox is a business analytics software that allows you to track and visualize your most important metrics from any data source in one centralized platform.

To track Total Conversations by Tag Name using Databox, follow these steps:

  1. 1
    Connect Help Scout Mailbox that contains the metric you want to track
  2. 2
    Select the metric you want to track from the list of available metrics
  3. 3
    Drag and drop the selected metric onto your dashboard
  4. 4
    Watch your dashboard populate in seconds
  5. 5
    Put Total Conversations by Tag Name on the Performance screen
  6. 6
    Get Total Conversations by Tag Name performance daily with Scorecards or as a weekly digest
  7. 7
    Set Goals to track and improve performance of Total Conversations by Tag Name
Goals

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Metric Digest

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Help Scout Mailbox integration with Databox Track Total Conversations by Tag Name from Help Scout Mailbox in Databox GET STARTED

General

  • Description
    The Conversations by Tag Name metric allows you to track and analyze customer conversations that have been assigned a specific tag, helping you understand and optimize the types of issues your customers are raising through those tags.
  • Category
    Help Desk
  • Subcategory
    Conversations
  • Date Added
    2015-04-28

Specification

  • Metric Type
    general
  • Dimensional
    Yes
  • Decimal Digits
    No
  • Currency Units
    No
  • Granularities
    Daily, weekly, monthly, quarterly and yearly.
  • Custom Relative Periods
    Yes
  • Data Availability
    At sync, it ranges from 3 years ago to now.
  • Retroactive Data Updates
    Newly synced data is merged with existing data, replacing values for matching periods.
  • Future Data Available
    No

Visualization

  • Cumulative Graph
    Yes
  • Favorable Trend
    increasing
  • Media Creatives
    No
  • Forecasts
    Yes
  • Benchmarks
    No

  • The ‘Conversations by Tag Name’ metric shows higher values for daily data compared to weekly data in Databox

    This is expected behavior for the ‘Conversations by Tag Name’ metric in Databox because conversations in HelpScout would be part of the individual day-by-day counts, but when looking over a longer Date Range, those conversations would only be counted once. When looking at individual days and summing them together, the conversations that had activity on multiple days will end up being double counted. To see a count of unique conversations, Databox suggests looking at the longer, overall Date Range.

    If the intention is to show how many tags were used in the selected Date Range, the ‘New Conversations by Tag Name’ metric should be used in Databox. This metric will return all tags used in conversations created within the selected Date Range.

  • The ‘Conversations by Tag Name’ metric from HelpScout Data Source does not show a specific tag in Databox

    Helpscout API documentation states that the response for dimensional conversations metric contains only ‘statistics about the most popular tags’, where ‘top’ means ‘top tags used in the current time range, sorted from most to least used’. If the tag was just created and added to specific conversations in HelpScout, it may take some time to update on the API side and then appear in the API response within the selected Date Range interval. If the tag was not used at all, it will not be returned in the API response, since it will not be recognized as a ‘top’ tag. Related info on this can be found in the documentation here.

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