Explore recipe: Ticket assigns per day

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7 Comments

  • Jane Aussy Maglanque

    Hi,

    Will this include the tickets that were reassigned?

    We have tickets that we reassigns to another agent when the assignee is on leave or on week off, we want to make sure that is being counted as well.

    2
  • Eric Gao
    Zendesk Customer Care

    Hi Jane,

    The recipe will include all ticket assignments, including reassignments. So any reassigned tickets will be captured by the query accordingly.

    Warm Regards,
    Eric

    Eric G. Gao | Technical Support Architect | Zendesk

    1
  • Louis

    Hello.thank you for your quick support. What i would like to see is all tickets turned open on daily basis and not only the remaining open tickets at the end of the day.
    Is that possible? and by open i mean:

    When a ticket is open it mean that a customer replies to an existing ticket.That is how it goes on “open”
    thank you
    0
  • Alex Zheng
    Hey Louis,
     
    I would try something like the following in the ticket updates dataset. The update - date would be the day you are looking at and the update ticket status would be set to open.
     

     
    Best regards,
    1
  • Louis

    Thank you Alex. Really helpful !

    0
  • Abdelrahman Tarek

    Hello,

    Will this include the tickets that were reassigned to a group as well if I am filtering with a specific group?

    0
  • Gab Guinto
    Zendesk Customer Care
    Hi Abdelrahman,
     
    The Tickets assigned metric will only count events where a ticket is assigned to a particular agent. If the ticket is assigned to the group and a specific agent, then yes, the metric should include the ticket. But, if you are referring to tickets that were assigned to a group (without a particular agent assignee), then those won't be counted in the report above. You may need to look at the Group reassignments metric or create a custom calculation that will count tickets where a value was set for either assignee_id or group_id.
     
    Hope this helps. Thanks Abdelrahman!
    0

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