In this recipe, you'll learn how to create a report that shows the number of times tickets were assigned from one group to another. For example, you could report how many tickets are being escalated from the Support group to the Sales group.
Tip: If you want to report on how much time a ticket spent in each group, see Explore recipe: Reporting on the duration of fields.
What you'll need
Skill level: Moderate
Time Required: 20 minutes
- Zendesk Explore Professional or Enterprise
- Editor or Admin permissions (see Giving agents access to Explore)
- Ticket data in Zendesk Support
Creating the report
To create the report
- In Zendesk Explore, click the reports (
) icon. - In the Reports library, click New report.
- On the Select a dataset page, click Support > Support - Updates history, then click Start report. The report builder opens.
- Now, create a Standard calculated metric to show when tickets move from one group to another. From the Calculations (
) menu, click Standard calculated metric.
-
On the Standard calculated metric page, enter or paste the formula below into the Formula field. Add a title for the metric like Ticket assigns from Support to Sales.
Replace the IDs in the formula with the group IDs of the two groups you want to report about. To get the group IDs of your groups, make a GET request to subdomain.zendesk.com/api/v2/groups.json. Check out our documentation here for more information. In the example below, the first group ID would be for 'Support' as the previous group and the second group ID would be for 'Sales' as the new group the ticket is assigned to.
The completed metric will look like the screenshot below:IF ([Changes - Field name] = "group_id" AND
[Changes - Previous value] = "36000000xxxx" AND
[Changes - New value] = "3600000xxxxx") THEN
[Update ID]
ENDIF
Tip: If you're working in a language other than English, read this article to help you enter Explore formulas in your language. - When you are finished, click Save.
- In the Metrics panel, click Add.
- From the list of metrics, choose Calculated metrics > Ticket assigns from Support to Sales (the calculated metric you just created), then click Apply.
- Ensure the metric aggregator for Ticket assigns from Support to Sales is set to COUNT. For more information, see Choosing metric aggregators.
- (Optional) Filter the report's results by date by adding the Ticket created - Date attribute in the Filters panel.
Next steps
If you want to see the agents who are making the group update, you can add an attribute to show the agent's name.- In the Rows panel, click Add.
- From the list of attributes, choose Updater > Updater name, then click Apply.
-
From the Result manipulation (
) page, click Metric filter.
- On the Metric filter page, set the metric filter so it only shows results greater than 0.
Your report is now complete. See the screenshot below for an example of how it might look.
56 Comments
Hello,
Do you know how it's possible to count the transfered ticket from one group to another groupe whitout creating each request on Explore ?
My idea is to know the transfered ticket from my group A to my group B C D
Thanks !
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
Hi Jon Durlauf, you'd need to create something like this, for example, only for group_id instead of assignee_id:
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 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
If my organization has dozens of groups, how can I calculate the total number of tickets that were assigned to a specific group (and solved by any group)? I have tried the following formulas, filtering them to tickets created in 2021 for easier verification.
Formula 1 - Seems like the logical option for organizations with a large number of zendesk groups, but displayed a wildly inaccurate number in the single digits.
Attempt 2 - The outputted value was wildly inflated. I also would prefer not to use this method because it would require adding each group ID individually and it would remain a static list requiring manual updating if new groups are created.
Hello James,
Group names and Ids can be obtained through our API's, List Groups endpoint to obtain those references.
Alternatively, through Manage > People in Support, the Groups tab will have each group's name listed. Here, the group name itself is a hyperlink with the group's ID encoded at the end of the URL.
Taylor Bowser Was a solution ever provided for Dustin's issue at the beginning of this thread? I'm trying to solve the same problem.
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.
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:
HI all,
I'm using :
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)
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
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.
Excellent, Dane - thank you!
It's worth noting (for anyone with the same issue) that this worked (for me) only after I used D_COUNT. The steps at the top of the article refer to COUNT.
Hey @... - Have you tried using the 'Update - Date' attribute? This date attribute will adapt to the specific update your metric is about so, in this specific case, it would be the date in which the ticket was reassigned to that specific group.
Hi,
thanks a lot, this is very helpful.
In our environment we're escalating tickets to "Tech Support" group from different groups, so from the formula I removed the "previous value" and now it looks like this (obviously I changed the group ID)
When a tkt is updated, the "Tech Support" team assigns it back to the original owner, so I added a row with the Assignee name to see who's the owner of the escalated ticket.
However, I'm trying to see also the actual ticket IDs of the tickets but if I add the Ticket ID as a Row it shows all the tickets, regardless if they've been assigned to the group or not.
How can I add the Ticket ID to the output to see how many and which tickets have been assigned to the specific group?
Thanks a lot!
Hi Marcos -
To limit the results to changes on a specific date, you'd want to add a filter using Ticket updated - date
For more information on using filters, see Working with query filters
I'm currently testing it. I'll provide an update as soon as I have the result.
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.
Where do we find an index of Group IDs so we can match them to their names?
Francois Spinnael not yet :(
I'm wondering could someone on the Zendesk team give us a steer?
Taylor Bowser @... Chandra Robrock Dane
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?
Can you provide more details on what data you are trying to capture in your report?
Hi
Is there a way to count only tickets moved not a new group but solved in the previous group?
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.
Hi @...,
Thanks for reaching out! To confirm, it sounds like you are looking for a sum of solved tickets that are assigned to a specific group, even if they were marked as solved by someone outside of that group? Is that correct?
Looking forward to your reply!
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?
Stephen Gallagher
You can "dig in" to see the tickets that have been assigned more than onces.
If you only want to see cases assigned more than once, just change the result starting from "2" in place of "1" (in Metric filter)
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.
Stephen Gallagher
Any idea how we could count tickets ID with "2 times assigned to" as "1" ?
Have you tried using this function? Example:
This condition is true for updates made yesterday.
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