Explore recipe: Tracking ticket assigns across groups

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40 Comments

  • Kai Bentley

    +1 to Luis' comment above - I want a single list of transfers from all groups into a particular group in my instance so I can work out where the majority of work is coming from, however, to do so would require creating about 200 custom metrics, it would be great if there was an easy way to do this

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  • Nikita Kadri

    Hi Team

    When we use the T1 to T2 assignment time metric on our report it returns the values as per the ticket Closed date, and not for when the tickets were reassigned.

    For example: Ticket xyz was reassigned from Tier 1 to Tier 2 on April 10th and then closed on April 12. If I extract a report for Ticket reassignments for April 10th, this ticket doesn't show up instead shows up for the April 12th timeline report when it was closed.

    Is there a way to have the tickets show up as per the reassigned date?

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  • Dane
    Zendesk Engineering
    Hi Nikita,
     
    What I'm thinking is it's possible you are using the attribute Tickets Solved - Date as part of your query. This will extract data depending on the date specified when it's set to Solved. The best option is to use Tickets Update - Date attribute instead.
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  • Tony Jansson

    Hi,

    I am trying to create a report that counts tickets created in the original group A, before the ticket is updated in any other group.

    Using the standard "Created" for groups, seems to track the last group when the ticket is updated.

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  • Gab Guinto
    Zendesk Customer Care
    Hi Tony,

    If tickets are automatically assigned to a particular group at the same event of ticket creation, then you should be able to see the initial group assignment if you slice the Tickets created metric by the default attribute Update ticket group. Is this what you are looking to report on? That should show you how many tickets were assigned to the groups at the time they were submitted. 
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  • Jon Durlauf

    Is there a way to create a table counting all ticket reassignments from group to group? We are trying to better understand how tickets flow within our organization. We want to see all group reassignments, even if there are multiple for the same ticket.

    I was able to get close using a standard calculated attribute in the Support: Updates History dataset. However, all of the groups show as ID numbers instead of group names. Is it possible to create a table like this with the group names instead of ID numbers? (I could not find a field for the group name.)

    Standard Calculated Attribute:

    Resulting Table:

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  • Gab Guinto
    Zendesk Customer Care
    Hi Jon,

    If you have a metric that counts updates involving group_id, then you can slice the data by Update ticket group. This should show you the destination group name (the group the ticket was assigned to after the update). But, if you also need to see the previous value, then you can slice your report by the Changes - Previous Value and - New value (if your report counts the updates where Changes - Field name is group_id. Is this what you have came up with? To display the group names, you can build a separate calculated attribute or renamed sets to display the group name instead of the id in your table.
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  • Jon Durlauf

    Thank you for the response, Gab Guinto. I am still unable to report with the group names. We need to see both the new and previous values together. The standard calculated attribute I shared in my previous post provides what we are looking for with the exception of showing group IDs instead of group names. How would I build a standard calculated attribute to display the group name?

    Renamed sets are not an option. There is not an option to compute from Group ID. 

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  • Pedro Rodrigues
    Community Moderator

    Hi Jon Durlauf, you'd need to create something like this, for example, only for group_id instead of assignee_id:

    IF ([Changes - Field name] = "group_id" 
         AND [Changes - Previous value] != NULL AND [Changes - Previous value] != "0"
       AND [Changes - New value] != NULL AND [Changes - New value] != "0"
         AND [Changes - New value] != [Changes - Previous value]) 
    THEN SWITCH [Changes - Previous value] {
    CASE "123456789": "Support Tier 1"
    CASE "123456788": "Support Tier 2"
    CASE "123456787": "Sales"
    CASE "123456786": "IT"
    (...)
    DEFAULT: [Changes - Previous value]}
    ENDIF

    You should add a "CASE" value for each group in your account. Additionally, the example above is for the Previous value. You should add a similar attribute for the New value.

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  • Jon Durlauf

    Thank you, Pedro Rodrigues. This worked!

    I was hoping there was an existing field to do this rather than create case statements for all of our 100+ groups, but this gets us the information we need. 

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