Explore recipe: Tracking ticket assigns across groups

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37 Comments

  • Lizyer Maxim

    I've managed to replicate this report and I am wondering if we are able to have it as a percentage.

    I looking on for a recipe for escalation rate in general. Thanks in advance.

    0
  • Von Au

    Hi Everyone,

    I'm trying to accomplish something similar but currently i'm only interested in how many ticket have been transferred out of any given group regardless of which other group it has been assigned to e.g:

    Transfers      
      Group Group Group
      Deliveries Payments Returns
    Date 20 56 9
    Date 22 45 11
    Date 18 49 6

     

    Is there another way to do this apart from added all the group ID's? Maybe something like:

    IF ([Changes - Field name] = "group_id" AND
    [Changes - Previous value] = ANY AND
    [Changes - New value] = ANY) THEN
    [Update ID]
    ENDIF

     

    Thanks!

    0
  • Hannah Meier
    Zendesk team member

    Lizyer Maxim,

    You can change your results to a percentage by using a Result path calculation.

     

    Von Au

    If you do not want to limit this metric to certain groups, you can omit the lines with [Changes - Previous value] and [Changes - New value]

    1
  • Vitaly Zhidkov

    Hi all,

    This works for me to see ticket movements between groups:

    IF [Changes - Field name] = "group_id" 
    AND [Changes - Previous value]="xxx"
    AND [Changes - New value]="xxx"
    THEN
    [Update ticket ID]
    ENDIF

    But I face a problem when I try to track ticket status.

    My goal is to see tickets moved between groups only in case they were reopened.

    I've tried to add multiple conditions into one metric:

    IF (([Changes - Field name] = "status" AND
    ([Changes - Previous value] = "solved" OR [Changes - Previous value] = "pending")
    AND [Changes - New value] != "solved"
    AND [Changes - New value] != "closed")
    AND ([Changes - Field name] = "group_id"
    AND [Changes - Previous value]="xxx"
    AND [Changes - New value]="xxx"))
    THEN
    [Update ticket ID]
    ENDIF

    But it returns 0 values.

    Also I tried to filter result of first metric with attribute

    IF
    ([Changes - Field name] = "status" AND
    ([Changes - Previous value] = "solved" OR [Changes - Previous value] = "pending")
    AND [Changes - New value] != "solved"
    AND [Changes - New value] != "closed")
    THEN 1
    ELSE 0
    ENDIF

    But when using with first metric this attribute also returns only 0 values.

    What am I doing wrong?

    0
  • Fridtjof Hals

    Hey guys.

    So I get this error message when I use this code snippet (yes even after changing the id for the groups), does ayone hav any idea of how to fix this issue?

    "references "Changes - New value" which is as an unknown attribute. Adjust the calculation and try again. (Error code: 8a623173)"

    0
  • Hillary Latham
    Community Moderator

    Fridtjof Hals - are you using the Ticket Updates dataset?  This attribute doesn't exist in the Tickets dataset.

    0
  • Fridtjof Hals

    Hi Hillary, thanks for pointing that out.

    I apperantly need to read the guide when I follow the guide ;-P
    Also, it helped to change my language to english as it failed the first time I tried with 'Ticket updates' instead of 'Tickets'.

    Thanks for your feedback.

    0

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