Explore recipe: Tracking ticket assigns across groups

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59 Comments

  • Kai B
    Zendesk Luminary

    +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

    1
  • 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?

    0
  • 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.
    0
  • 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.

    0
  • 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. 
    0
  • 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.
    0
  • Jon Durlauf

    Thank you for the response, @.... 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. 

    0
  • 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.

    1
  • 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. 

    0
  • Welcome Break Holdings Ltd.

    HI all,

    I'm using : 

    IF ([Update - Date] = (TODAY()) AND
     [Changes - Field name] = "group_id" AND
    [Changes - New value] = "360000997078") THEN
    [Update ticket ID]
    ENDIF

    and whilst it takes a while to run, it works... my question, how can I do this with YESTERDAY's date?  Can I do some form of "Today()-1" or similar?

     

    WHY?
    well, I'm trying to have this display as a KPI with Today/Yesterday showing an increase/decrease.  Which means I need two metrics, one for today, and one for yesterday, which means I can't (I don't think) use filters)

    0
  • Gab Guinto
    Zendesk Customer Care
    Hello,

    Have you tried using this function? Example:
    IF DATE_DIFF(TODAY(),[Update - Date],"nb_of_days")=1 ...
    This condition is true for updates made yesterday.
     
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  • Welcome Break Holdings Ltd.

    Thanks Gab,

     

    I'll try this asap!

    0
  • MAD Monica Maldonado

    Hi

    Is there a way to count only tickets moved not a new group but solved in the previous group?

    0
  • Gab Guinto
    Zendesk Customer Care
    Hi Monica,

    Can you provide more details on what data you are trying to capture in your report?
    0
  • Casey Eisenberg
    Zendesk Luminary

    Hello,

    Does this feature include group changes that were applied by triggers and not agents? I just created a new routing trigger that changes the group from our default to a special handling team and adds a tag to mark the change. I am attempting to create a report that shows tickets assigned to that group manually vs. from the trigger using the separate tags.

    Thank you

    0
  • Gab Guinto
    Zendesk Customer Care
    Hi Casey,

    If the reassignment trigger fires within the same event/update from an agent, then in Explore reports, the group reassignment will be attributed to the agent (i.e., the agent will be listed as Updater). 

    If the tag is unique and is only added to tickets via that group reassignment trigger (and isn't removed until the ticket is closed), then you may create a report to check which tickets were at one point reassigned to your special handling group and then create a metric/attribute to see which of those contain the unique tag. 
    0
  • Dianne Abriel Aquino

    Is it possible to get the Time spent of each group before sending it to another group? Like

                           Group 1    Group 2 

    Ticket ID         5 min          2 min

     

    So on and so forth

    2
  • Claudia Garcia

    Hi,

    I'm trying to create a report that shows me the number of tickets that were assigned to a escalations queue and then reassigned by the escalations associate back to the original group it came from without solving. Mainly to be able to track how many "handled" escalations were completed by the escalations' specialist. 

    0
  • akash kumar

    I follow this step but i want time in min when ticket is assigned from one group to another group, how can we write formula for that please help me anyone its critical for us

     

     

    0
  • Chris Curlett

    Group ID for our IT Service Desk is 360009977354. I'm trying to create a metric for all tickets that were changed from that group to any other group. I'm using this:

     

    IF ([Changes - Field name] = "group_id"
    AND [Changes - Previous value]= "360009977354" 
    AND [Changes - New value]!= "360009977354"
    AND [Changes - New value]!= NULL) 
    THEN [Update ticket ID] ENDIF

     

    What's weird is it's showing tickets that were were created in that group and literally never were assigned to a different group. They were assigned to that group from start to finish. Can anybody explain what I'm doing wrong here?

    0
  • Kristin Bouveng

    Chris Curlett

    Could it be because you have the ID in both "Previous value" and "New value"?
    I have a similar custom attribute set up (so not as a metric, I use the attribute as a filter in the updates dataset, along with the 'D_COUNT(Updates)' metric) that looks like this: 

    IF ([Changes - Field name] = "group_id" AND 
    [Changes - Previous value] = "1234567") THEN
    TRUE
    Else FALSE
    ENDIF

    I then use the "Update ticket group" in the rows or columns to see specifically which groups tickets were reassigned to. 

    0
  • Sydney Neubauer
    Zendesk Luminary

    Here is an issue we are having: We are having teams accidentally assigning tickets to the wrong team via Side Conversations Child tickets (we aren't sure which group they are assigning to but we know they are assigning to wrong team)

    We are trying to report on how many tickets are being created for this other team without knowing what group it is for.

    When they are creating for the wrong group, the wrong Brand is used. So I am wanting to see tickets created with this certain brand and wrong group (it may no longer be if it was reassigned)

    Does anyone know a formula that can calculate that?

    0
  • Alex Zheng
    Zendesk Customer Care
    Hey Sydney,
     
    You could do something like the formula above from Chris in order to find these tickets.
     
    IF ([Changes - Field name] = "group_id"
    AND [Changes - Previous value]= "360009977354"
    AND [Changes - New value]!= "360009977354"
    AND [Changes - New value]!= NULL)
    THEN [Update ticket ID] ENDIF
     
    Except in this case the previous value would be the group id these tickets are initially and then the group id for the new value would be the group it is supposed to go to so you can find all the tickets from this group that went to the wrong group.
    0
  • Sydney Neubauer
    Zendesk Luminary

    Hi Alex Zheng the issue being that we don't know which groups it would be for. We have 100+ groups in our instance and do not want to list them all out.

    Is there a way to see group changes without listing all the groups? It is specifically when a Brand is for the right team but the group is wrong which is how we can tell CURRENTLY incorrectly assigned tickets. But if they are reassigned, we can only see it in the events. We are wanting to see it in Explore to see volume

    0
  • Alex Zheng
    Zendesk Customer Care
    Hey Sydney,
     
    I think you will need to specify the groups in order for Explore to gather the volume unless there is another way you are identifying these tickets.
    0
  • Arthur Mori

    This is super helpful but cant seem to figure out how to create a metric that shows the number of tickets that never leave a group it was initially assigned to. 

    0
  • Hannah Lucid

    Arthur Mori

     

    Use dataset Support: Update History

     

     

    Add Metrics - Use Count - create custom standard calculated metric using code below

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

    Add Columns - Ticket Group

    Add Rows - Update Ticket Group

     

    0
  • Arthur Mori

    Hannah Lucid amazing! thank you! 🙏🏼

     

    1

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