Recent searches


No recent searches

Explore recipe: Tracking ticket assigns across groups



Edited Jun 21, 2024


6

71

71 comments

I get 2 syntax errors when trying to use this formula

They're preventing me from saving the calculated metric. Any ideas how to resolve?

0


Drago looks you are using a wrong dataset. This metric has to be created in Updates history dataset.

0


I am using the Support Updates History data set, sorry if not visible in the screenshot. That's what's confusing... 

0


image avatar

Chandra Robrock

Most Helpful - 2021Community Moderator

Hey Drago - I'm a bit stumped as well. You appear to be in the correct database and, based on the first screenshot you sent, it looks like the error you're seeing isn't showing the exact attribute you're referencing in your formula.

For example, instead of [Update ID], Zendesk appears to be looking for the [ticket_upDates_id] attribute. Any time I've see this error, it typically shows me exactly what I entered in the formula (see screenshot below), so I'm almost wondering if this is a bug? 

I attempted to reproduce this in my own Zendesk account but wasn't able to. If you copied and pasted the formula from this help document, you could try to type it out manually just to see if that resolves the issue (sometimes it oddly does) but, otherwise, it may be worth reaching out to Zendesk's Support team so they can take a closer look at your account & see what's going on. 

0


image avatar

Pedro Rodrigues

Community Moderator

It should be "Name" and not "name" 

Edit: then again I haven't double-checked so I may be wrong here, better to type everything as Chandra suggests! 

0


image avatar

Chandra Robrock

Most Helpful - 2021Community Moderator

Pedro Rodrigues Double checked and can confirm that "name" should be lowercased. Hopefully re-typing everything out does the trick for you, Drago. 🤞 

0


Hi Chandra Robrock, thanks for the tip retyping the formula manually has worked. 

0


Hi Stephen Gallagher ,

Can we get the total ticket assigns across groups with name till ticket gets solved.

May i know is there any way to get this?

I have used the Group reassignments but it is giving me the count.

Thanks in advance!

1


We move tickets internally between support groups. I'm trying to track the number of tickets assigned to Group 3 vs the number of those tickets solved by Group 3 each week. 

 

Ideally, a table in a format like:
Week                         Tickets assigned to group 3 (5/20-5/24)      Tickets solved by group 3 (that were assigned 5/20-5/24)

5/20-5/24                         10                                                                                                 8

 

The part I'm having the most difficulty with is filtering both the # of tickets assigned and the # of tickets solved to only count tickets with a group assignment date in within the week. So, if a ticket is assigned to group 3 from 5/20-5/24 it's included in the “assigned to group” metric and then either counted as solved or not solved. I don't want the solved column to look at tickets solved between 5/20-5/24 if they were assigned to our group in an earlier week. Hopefully that makes sense and someone can help!

0


Hi, I'm using this same formula to get an update timestamp in attributes, when the ticket is assigned from one group to another. However, I'm getting multiple timestamps, is there any way to get only the first timestamp? My goal is to calculate the duration from ticket creation to being assigned to this particular group.

IF ([Changes - Field name] = "group_id" AND 

[Changes - Previous value] = "36000000xxxx" AND 

[Changes - New value] = "3600000xxxxx") THEN

[Update - Timestamp]

ENDIF

0


Hello all, 

great article; I'm looking for a way to report on ticketsthat were ever escalated to the L2 support group.  The above  described seems  to make the trick well, but I'm  unsure how this behaves in more complex  flows, ie:

  • L1 - L2 - L3 - L1

For the last step, the Previous Value will be L3 and the new value L1. Would the formula still help/capture/be aware of the previous move L1-L2?  Or would I have better luck creating a custom field and trigger that would set a value whenever a ticket is assigned to the L2 group?

Jiri

0


Please sign in to leave a comment.