Explore recipe: Tracking ticket assigns across groups

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8 Comments

  • Francesco Mantovani
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    In step 1 it said: "Select Support: Ticket Events."

    There's no such dataset

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  • Brett - Community Manager
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    Hey Francesco,

    This article has been updated with the correct dataset which is Support: Ticket Updates.

    Let me know if you run into any issues locating this dataset.

    Cheers!

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  • Hernan Leissa
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    Hey Brett,

    Two questions:

    -Is there a way in which I could calculate the time it takes for a case to move from one group to another?

    -Is there a way in which I could calculate the time between a case is created and is labeled with a particular label?

    Cheers!

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  • Brett - Community Manager
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    Hey Hernan,

    If I'm understanding you correctly, you'll want to take a look a look at the following recipe for tracking reporting on the duration of fields: Explore recipe: Reporting on the duration of fields

    The above link should help with both your questions but will most likely require some adjustments to your custom metric.

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  • Bobby Koch
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    This report is too large to load. Wild that this is not handled yet. Without speed improvements, these recipes are almost impossible to use. 

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  • Randy Nieukirk
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    Could this be modified (and if so, how could it be modified) to show a percentage of solved tickets that were never escalated to another Zendesk Group?

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  • Brett - Community Manager
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    Hey Randy,

    You can use the above steps as a good starting point and instead set [Changes - New value] to NULL since there won't be a change in the group_id.

    Hope that helps!

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  • Marion Evrard
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    Hey there!

    On our Zendesk, instead of choosing a group to assign a ticket to, the clients are seeing a custom ticket field with categories (in the background, each categories is linked to a group). 

    I wanted to make the same report as above, but instead of group_id, I was trying to use category_id. The formula is not showing an error, but the report I get are all down to 0, as if ticket's category had never been changed, or I know this is not the case. 

    Is category_id a wrong name when referring to a custom field? I also tried ticket_fields/ID (with the id of the customized ticket field and the formula is not showing errors there, but the reports are wrong).

     

    Has someone done this before?

    Thank you!

    Cheers, 

    Marion

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