Explore recipe: Total number of assignments

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7 Comments

  • Tina Yates

    How can we put a date limit on this, I only want to see the assignments for a certain time period?

     

    0
  • Jessica Blake
    Zendesk team member

    Hi Tina,

    You should be able to add a Time - Ticket update attribute to filter by a certain time period.

    Check out Editing dates and date ranges for more information on filtering with date attributes. 

    Thanks!

    0
  • Bobby Koch

    Hey Jessica Blake

    I tried recreating this exactly, but I see data discrepancies. 

    We have external inboxes which are associated to each user (i.e. bobby.koch@zendesk.com and jessica.blake@zendesk.com) and the goal is to see how many emails were assigned/received at each email address over a date period. 

    When I try to use the default, my own custom formulas, and yours, I see more data than I should (it is pretty close, but off by a couple). 

    I tried to add the channel "email" to this query, but then I lose the majority of the data (shows 0s for most). 

    Is there any way to accomplish what I am looking for here? Would really appreciate any help. 

    0
  • Devan - Community Manager
    Zendesk Community Team

    Hello Bobby Koch,

    So let's see if we can troubleshoot this report for you. If you could share a screenshot of how you set up this report we can being seeing where the issue is coming from. 

    Best regards. 

    0
  • Jean-Edouard Leblond

    Hello,

    I do have an strange behavior when I am doing that.

    I want to know for one group from where are coming the ticket, which group have assign a ticket to this group and count. Only the ongoing ticket (not the close and solved)

    So I have done basicly that :

    IF ([Changes - Field name] = "group_id"
    AND [Changes - Previous value]!=NULL
    AND [Changes - New value] = "Id of me group" )
    THEN [Update ID]
    ENDIF

    For me, all ticket with group ID not Null change to my group ID should do +1 but I only have 0 in my COUNT. What I have miss ?

    I try a different way

    IF ([Changes - Field name] = "assignee_id"
    AND [Changes - Previous value]!=NULL
    AND [Changes - New value]!="0")
    THEN [Update ID]
    ENDIF

    And I have add a filter on the group I want to focus.

    Now I have count but in some case my COUNT staid at 0 and other case it is working.

    Looking the ticket, both have been escalated using the same way so I do not understand.

    So in my count I am loosing escalated ticket from group.

    What I have miss ?

    Thank you for your lihgt,

    Best regard

    1
  • Jean-Edouard Leblond

    Hello

    Any help ?

    Thank you

    0
  • Hannah Meier
    Zendesk team member

    Hello Jean-Edouard Leblond,

    For your formula, have you looked up the group id of the group that you're tracking to use in your formula, as is explained in this recipe: Tracking ticket assigns across groups?

    0

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