Explore recipe: Tracking ticket assigns across groups

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51 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
  • Boyan Parshorov

    Dear All,

    I am trying the following way:

    IF ([Changes - Field name] = "group_id"
    AND [Changes - Previous value]="22800412"
    OR [Changes - Previous value]="23890481"
    OR [Changes - Previous value]="360000244479"
    AND [Changes - New value]="24854292")
    THEN [Update ID]
    ENDIF

    But it gives me a lot bigger count that it should.

    I am trying to achieve the following:

    If the ticket was in Group ,1,2,3 or 4 and then reassigned to 5 , to count how much are the tickets reassigned.

    OK, I've found it(with some help):

    It should have additional () after the first AND and before the last:

    IF ([Changes - Field name] = "group_id"
    AND

    ([Changes - Previous value]="22800412"
    OR [Changes - Previous value]="23890481"
    OR [Changes - Previous value]="360000244479"
    OR [Changes - Previous value]="24230382" )

    AND
    [Changes - New value]="24854292")
    THEN [Update ID]
    ENDIF

    0
  • Kristin Bouveng

    I've followed the steps in this article, including the last section to view which agents have reassigned how many tickets. 

    The query then displays not only agents & admins, but also end-users. Which makes me doubt the data since they can't reassign tickets?

    Also - I then added the filter 'Updater Role' to only Agents & Admins, but I can still see end-users in the query.

    0
  • Hillary Latham
    Community Moderator

    Kristin Bouveng, is your metric filter including results greater than 0?  For the lines where end users are showing, does your metric show a value of 1?

    0
  • Dustin Suits

    If my organization has dozens of groups, how can I calculate the total number of tickets that were assigned to a specific group (and solved by any group)? I have tried the following formulas, filtering them to tickets created in 2021 for easier verification. 

    Formula 1 - Seems like the logical option for organizations with a large number of zendesk groups, but displayed a wildly inaccurate number in the single digits. 

    IF ([Changes - Field name] = "group_id" AND
    [Changes - Previous value] = ANY AND
    [Changes - New value] = "999xxx") THEN
    [Update ID]
    ENDIF

    Attempt 2 - The outputted value was wildly inflated. I also would prefer not to use this method because it would require adding each group ID individually and it would remain a static list requiring manual updating if new groups are created. 

    IF ([Changes - Field name] = "group_id" AND 

    ([Changes - Previous value] = "1xxxxx" OR  
    [Changes - Previous value] = "12xxxx" OR
    [Changes - Previous value] = "123xxx" OR
    [Changes - Previous value] = "1234xx" OR 
    [Changes - Previous value] = "12345x" ) 

    AND
    [Changes - New value] = "999xxx") THEN 
    [Update ID]
    ENDIF
    0
  • Taylor Bowser
    Zendesk Customer Advocate

    Hi Dustin Suits

    Thanks for reaching out! To confirm, it sounds like you are looking for a sum of solved tickets that are assigned to a specific group, even if they were marked as solved by someone outside of that group? Is that correct? 

    Looking forward to your reply!

     

    0
  • Dustin Suits

    Hello Taylor Bowser, yes that is correct! We're trying to figure out how often tickets are being assigned to a group and someone outside of that group is solving. This would help us identify how often tickets are being assigned to this group incorrectly or how long this group spent on tickets without being the one to solve it. Thank you!

    0
  • James McCoy

    Where do we find an index of Group IDs so we can match them to their names?

    0
  • Joe
    Zendesk Customer Advocate

    Hello James,

    Group names and Ids can be obtained through our API's, List Groups endpoint to obtain those references.

    Alternatively, through Manage > People in Support, the Groups tab will have each group's name listed. Here, the group name itself is a hyperlink with the group's ID encoded at the end of the URL.

     

    0
  • Marcos Sasson

    Hi,

    Which time filter should I use to see the amount of group assignments for a specific date?

    0
  • Dave Dyson
    Zendesk Community Team

    Hi Marcos -

    To limit the results to changes on a specific date, you'd want to add a filter using Ticket updated - date

    For more information on using filters, see Working with query filters

    0
  • Danny Koss

    When using the custom metric, I am able to accurately capture tickets assigned from one group to another.

    I'm trying to get a sense of how many tickets are assigned to a particular group by date. I attempted using the "Update - Ticket Date" attribute, but that seems to attribute a count to the date a ticket was most recently updated which was assigned to that group.

    There is a "Ticket Assigned - Date" attribute which is almost what I'm looking for, but it doesn't properly account for tickets assigned to a group but not yet an individual agent.

    If there were a "Ticket GROUP Assigned - Date" attribute, I think that would help answer what I am looking to understand. Is there a way to write a custom attribute of this nature? Or is there another way to understand, by date, the tickets that were assigned to a particular group? 

    0
  • Chandra Robrock
    Community Moderator

    Hey Danny Koss - Have you tried using the 'Update - Date' attribute? This date attribute will adapt to the specific update your metric is about so, in this specific case, it would be the date in which the ticket was reassigned to that specific group. 

    0
  • Glen Schneider

    I have a similar query I am really struggling with. 

    I have over 900 groups with my instance of Zendesk with 100's of triggers that assign a ticket to the initial group.

    What I am trying to identify is 

    First group   |    Second group   |    Total

    ABC             |         DEF             |      20

    EFG             |         DEF             |      19

    ERF             |         HUI              |      15

    For last week 

    This is so I can see if I can intervene and provide a solution that means the tickets don't have to be moved and improve our FTR (first-time resolution)

    When I run the queries I get a lot of entries where the ticket started in group 1 went to group 2 then back to group 1. 
    The result is then 
    Group 1 to group 1 = 2266 tickets 

    If I exclude these tickets that came back to the original group then I am losing the data of where it went from the first group to the 2nd group. I could am then missing possible opportunities to improve a process and have a single group deal with a specific issue. 

    Thank you for all the help

    0
  • Love Penuliar
    Zendesk Customer Advocate

    Hi Glen - we will need additional information in order to assist with your query. I'll be creating a ticket for this and reach out to you on that ticket shortly! 

    Warm regards,
    Love Penuliar | Associate Premier Support Engineer - Manila

    Zendesk Experience Research Panel

    0

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