Explore recipe: Tracking ticket assigns across groups

Return to top
Have more questions? Submit a request

38 Comments

  • Hernan Leissa

    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!

    0
  • Brett - Community Manager
    Zendesk Community Team

    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.

    0
  • Bobby Koch

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

    0
  • Randy Nieukirk

    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?

    0
  • Brett - Community Manager
    Zendesk Community Team

    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!

    0
  • Marion Evrard

    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

    0
  • Devan - Community Manager
    Zendesk Community Team

    Marion Evrard 

    Looking at the issue, replacing group _id with category_id is causing your problem. You will need to replace it with the exact name of your custom field, which is case sensitive, so make sure you are typing everything as you have previously set up the custom field when creating the report. 

    Best regards. 

    0
  • Marion Evrard

    Hey Devan!

    Thank you for this, I tried using Category as it is how we called our custom field so I have this:

    IF ([Changes - Field type]= "Category_id" AND
    [Changes - Previous value] = "360005181497" AND
    [Changes - New value] = "360005181477") THEN
    [Update ID]
    ENDIF

     

    But nothing is happening. 

    Could it be somewhere else?

    Should I create a ticket for this?

     

    Thank you!

    Cheers, 

    Marion

    0
  • Devan - Community Manager
    Zendesk Community Team

    Marion Evrard,

    I've gone ahead and created a ticket on your behalf, so one of our Explore experts can troubleshoot this further for you. You should expect an email followed by a response shortly. 

    Best regards. 

    0
  • Janet Hunter

    I have a report table in Insights with the number of group reassignments by Ticket Group (historic) on the Left and Ticket Group on the top.  Reporting group reassignments using the group_id field changes new and previous values will not be useful.  How can I create this report using the group names?

    0
  • Devan - Community Manager
    Zendesk Community Team

    Hello Janet Hunter,

    So I've created a report that should replicate your previous report from Insights. Ticket group(historic) is now update ticket group, so with this change you should still be able to create your old report now in Explore.

    Best regards.

    0
  • Janet Hunter

    Devan,

    Thanks for the guidance, but the numbers don't match what I get in my Insight report.  According to the attribute description for Update Ticket Group, the value returned is the value it was updated to, not the value before the update, so it isn't the previous value.  

    I have also tried using the Group Reassignments metric (modified to include null values) and still can't match my Insights numbers even with the group_id for new and previous values. 

    Comparison is difficult because the export of the table in Explore comes out in a list format instead of a table.  Shouldn't the export format be a table?

     

    0
  • Beau Melo

    Is it possible to have this measure tickets assigns across multiple groups. For example I want to know the # of tickets from support to sales OR marketing?

    Would something like this work?

    IF ([Changes - Field name] = "group_id" AND 
    [Changes - Previous value] = "36000000xxxx" AND
    [Changes - New value] = "3600000xxxxx") OR
    [Changes - New value] = "3600000xxxxx") THEN
    [Update ID]
    ENDIF
    0
  • Janet Hunter

    Beau,

    The dashboard reports are supposed to be flexible enough to be used by all our groups relying on them to filter based on the groups they are interested in.  With 35 groups receiving tickets from multiple other groups, trying to hard code the logic isn't really workable.  My other concern is that even using the group_id fields and not knowing what the group names are, my numbers are not matching the insights report. . .

    Janet

    0
  • Beau Melo

    Hi Janet, 

    My comment was unrelated to yours, I was asking a question for my own use case. 

    0
  • Hillary Latham
    Community Moderator

    Beau, I think your metric would work.  You can also just create a query using the "Changes" attributes and filter to the groups you want to see in a particular query.  That way, you don't have a build out metrics for all the combinations of groups you might need to see.

    0
  • Brett - Community Manager
    Zendesk Community Team

    Hey Beau,

    Looks like you may have a syntax error as well in your code. Can you try the following:

    IF ((([Changes - Field name] = "group_id" AND
    [Changes - Previous value] = "360004193471" AND
    [Changes - New value] = "360004193471") OR
    [Changes - New value] = "360004237712")) THEN
    [Update ID]
    ENDIF

    Let me know if that doesn't work!

    0
  • Melissa Norton

    Brett - Community Manager I'm trying to do the same thing as Beau, but I have 10 groups as options. Does this mean I keep adding parentheses for each value like this:

    IF ((((((((((([Changes - Field name] = "group_id" AND
    [Changes - Previous value] = "41899508" AND
    [Changes - New value] = "36000xxx") OR
    [Changes - New value] = "36000xxx")) OR
    [Changes - New value] = "36000xxx"))) OR
    [Changes - New value] = "42584xxx")))) OR
    [Changes - New value] = "36000xxx"))))) OR
    [Changes - New value] = "36000xxx")))))) OR
    [Changes - New value] = "36000xxx"))))))) OR
    [Changes - New value] = "36000xxx")))))))) OR
    [Changes - New value] = "36000xxx"))))))))) OR
    [Changes - New value] = "36000xxx")))))))))) THEN

    [Update ID]

    ENDIF 

    Because that isn't working. Do I have too many groups for this to work?

    0
  • Melissa Norton

    Brett - Community Manager just kidding. I futzed around with it and this formula worked:

    IF ([Changes - Field name] = "group_id" AND
    [Changes - Previous value] = "4189xxx" AND
    [Changes - New value] = "36000xxx" OR
    [Changes - New value] = "36000xxx" OR
    [Changes - New value] = "36000xxx" OR
    [Changes - New value] = "4258xxx" OR
    [Changes - New value] = "36000xxx" OR
    [Changes - New value] = "36000xxx" OR
    [Changes - New value] = "36000xxx" OR
    [Changes - New value] = "36000xxx" OR
    [Changes - New value] = "36000xxx" OR
    [Changes - New value] = "36000xxx") THEN
    [Update ID]
    ENDIF

    0
  • Brett - Community Manager
    Zendesk Community Team

    Glad you were able to get this working Melissa :)

    0
  • Peng Li

    Hello all,

    I was able to successfully create the metric, however the business is asking to show ticket attributes of those tickets that were reassigned. 

    For example the Ticket number, Assignee, Ticket Subject. Adding those to the Rows section is giving me an error.

    Thanks in advanced!
    Peng

    0
  • Devan - Community Manager
    Zendesk Community Team

    Hello Peng Li,

    By what you described, it sounds lie you might be hitting some data limit caps. This can be caused by exceeding the row limit or your reporting timing out due to size. Let us know if this isn't the case and the exact error you are receiving, and we'd be happy to troubleshoot this further. 

    Best regards. 

    0
  • Melissa Norton

    Is there any way to track how many times an agent reassigns a ticket to someone else? 

    0
  • Devan - Community Manager
    Zendesk Community Team

    Hello Melissa Norton,

    There is an app that will let you do this relatively seamlessly called Agent Activity Tags. It is easy to configure and would allow you to track reassignment. Let us know if you need help converting this info a report in Explore.

    Best regards. 

    0
  • MeeAe Strosnider

    Hi! I was trying to do this for ticket forms to track how often they are changed. Would the logic still be the same? 

    IF ([Changes - Field name] = "ticket_forms" AND
    [Changes - Previous value] = "360002674954" AND
    [Changes - New value] = "360003074073") THEN
    [Update ID]
    ENDIF

    Or is this just not possible to track? 

    0
  • Isabel Larrow

    Hey there -- I'm trying to see how many tickets were assigned to a group per day. Is there a time attribute that would work for this? If I'm understanding correctly, last assigned date will show me when it was assigned to a specific agent, not to the group overall. I need to see how many were moved groups only per day. 

    0
  • Hannah Voice

    Is it possible to configure drillthrough for this query? At the moment, the drillthrough pulls all ticket updates, rather than just the group reassignments. I tried adding a filter on Update channel = Group change, but most of these group changes are logged under Web form or Web service (probably because we use macros for reassigning tickets). As well as knowing how many assignments are being made, we'd like to then be able to access those specific tickets so we can do checks on whether agents are escalating tickets appropriately. Thanks.

    0
  • Mike Sanchez

    I'm trying to make a query for when one group (Group A) assigns to either of two groups (Group 1 or Group 2) but the result seems different from when I do standalone queries for each (Group A to Group 1, Group A to Group 2).

    Group A to Group 1


    IF ([Changes - Field name] = "group_id" AND
    [Changes - Previous value] = "360007895211" AND
    [Changes - New value] = "360005089831") THEN
    [Update ID]
    ENDIF

    Group A to Group 2


    IF ([Changes - Field name] = "group_id" AND
    [Changes - Previous value] = "360007895211" AND
    [Changes - New value] = "360009319792") THEN
    [Update ID]
    ENDIF

    Group A to Group 1 or 2


    IF ((([Changes - Field name] = "group_id" AND
    [Changes - Previous value] = "360007895211" AND
    [Changes - New value] = "360005089831") OR
    [Changes - New value] = "360009319792")) THEN
    [Update ID]
    ENDIF

    Here's the result I'm getting:

    Can anyone kindly point me to the right direction? Thanks in advance!

    0
  • Jean-Sébastien Catier

    Hello everyone,

    I have 2 issues you may help me with.

    1. Is there a reference for fields names somewhere ? As used in

    [Changes - Field name] = "group_id"

    If I want to use something else than "Group ID", it's sometimes hard to find the proper syntax (for example you need to use "status" and not "ticket_status"). What's the rule here ?

     

    2. I'm trying to track the time spent in a group, but without the time the ticket spent in Pending status.

    Any ideas ?

    I built this query to understand whats' measured and when, and added what I'd like to track. I tried different things, but without much success...

    The hard part is to base the calculated metrics on 2 different fields that can change (group and status).

    I also tried to calculate the time between 2 updates (without any conditions) to see if I could later filter on status and ticket group changes, but no success here either...

     

     

    1
  • Hillary Latham
    Community Moderator

    @Jean-Sébastien Catier.  I usually grab the field name from the "Changes - Field Name" field.  That attribute has the field names that you need for your metrics.

    0

Please sign in to leave a comment.

Powered by Zendesk