Explore recipe: Solved ticket trends by assignee

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  • Jared Vicencio

    If an assignee begins responding to a ticket but another assignee solves the ticket, under which assignee will the ticket be credited to?

  • Jason Schaeffer
    Zendesk Customer Care

    Hi Jared!

    The agent who is listed as the Assignee on the ticket will get credit for the Solve in your analytics, regardless of whether somebody else makes updates or marks the ticket as Solved. So as long as the agent does not change the Assignee to them or someone else, that original agent will still get the Solve. Essentially whenever the Solve itself is actioned it is dictated by who the assignee is at that update.

    Hope that helps!

    Jason Schaeffer | Customer Advocate |

  • Pavan Krishna

    would you please clarify what you mean by original agent?  When I created a report to look at metrics based on the assignee name, some colleagues are not showing up even though I see that tickets are assigned to them.



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