I am just back from the first day of Support Driven Expo where Import2 have hosted an OpenRefine related workshop. Workshop goal was to show how to clean up the Help Desk export data, to enable your further analysis.
If you have not heard about OpenRefine yet, you should give it a try. It is a super powerful tool that helps you to work with messy data. You can check this video to give you a quick overview of this excellent product.
I can not give you a full overview of the hour-long workshop in this short post. But I wanted to share this short screencast video with you. It will show you a small trick how you to extract macro usage data from a tags fields in your Zendesk tickets. Hope this will serve as a teaser for you to go and check out OpenRefine tool yourself. Trust me, and you will not regret.
Hope you will find it useful.