Disclaimer: This article is provided for instructional purposes only. Zendesk does not support or guarantee custom reports. Please post any issues you have in the comments section or try searching for a solution online.
Question
Which user attribute should I use for my Insights report?
Answer
It depends on your reporting goals. Insights has four different attributes for a user, based on their relationship to the ticket:
- Ticket Submitter: This is the person who created the ticket, regardless of the requester or assignee.
- User: When you are looking at ticket data, the User is the requester.
- Ticket Assignee: The current assignee on the ticket.
- Ticket Assignee (Historic): The assignee at the start of a particular update. For more information, check out this article: What are the Historic attributes?
- Updater: The user/automation that actually submitted any given ticket update.
Comments
2 comments
In regards to "Ticket Assignee (Historic)" it say "This attribute needs a specific type of report construction to work." I'm having trouble utilizing these "(Historic)" Attributes. Where can I find more details on "the specific type of report construction"?
Hi Pat!
According to our data model (which can be found by going into Gooddata from your account and going to Manage then select Model on the left side), Ticket Assignee (Historic) can only interact with those attributes that are related to System Field History. Examples include Ticket assignee ID (Historic) (actually a fact), Ticket Text Field Change, Satisfaction Survey Change, and Ticket Numeric Change. You can then use Date (event) to filter. I hope this helps!
Please sign in to leave a comment.