Explore recipe: Tracking ticket assigns across groups

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33 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.
    0

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