Insights recipe: Solved tickets moved between groups

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7 Comments

  • Max McDaniel
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    Hi there, this is a fantastic recipe. Thanks! The question I have is that I'm trying to find tickets that move out of Group A to any other group. If I represent this with "[Text Value] Previous Value = Group A AND [Text Value] New Value <> Group A" will that return tickets which originated in group A then were re-assigned out of the group? 

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  • Nicole - Community Manager
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    Hey Max - 

    I suggest re-posting this question to the Insights Q&A section in the Community; you may have better luck getting an answer over there where there's a bit more traffic. 

     

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  • Dan Greaves
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    Hey,

    I have the exact same question Max. Were you able to find a way tor report on all tickets that were reassigned out of a particular group to any other group? Thanks!

     

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  • Nicole - Community Manager
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    Hey Dan - 

    Max never posted the question in the Insights Q&A topic. But you're welcome to do so - some of our Customer Advocates who are Insights experts hang out over there and answer these sorts of questions. 

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  • Randy Nieukirk
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    I am needing this same kind of help.  I have one Custom Metric from the Tickets Moved Between Groups recipe however when I try to make a similar version, I keep getting:

    Unexpected 'ERP'. Expecting: attribute value of correct attribute

    What I want to know is how many tickets the ERP Zendesk group has sent over to the Support Zendesk Group.

    Here is what I have an dyes, I have picked everything from the Elements Window:

    SELECT COUNT (Ticket Id, Ticket Text Field Change) WHERE [Text Field] Previous Value = ERP AND [Text Field] New Value = Support AND Ticket Status <> Deleted

    Again, I get this error: Unexpected 'ERP'. Expecting: attribute value of correct attribute

     

     

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  • Nicole - Community Manager
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    Thanks for coming back and sharing that link, Randy! 

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