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Explore recipe: Finding the first assignee for a ticket



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Rob Stack

Zendesk Documentation Team

Edited Jun 21, 2024


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29 comments

Hi team,

Is it possible to find all assignees for a ticket?

Thanks,

Ben

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Brett Bowser

Zendesk Community Manager

Hey Ben,

You should be able to report on this using the Ticket Updates dataset along with the Update Ticket Assignee attribute. This recipe may help: Explore recipe: Total number of assignments

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Hi team,

So our team need the data from the tickets, specifically the first assignee of the tickets to make it easier to see an overview of ticket processing .

Our team using Chatbot named Ivy and if using this query, it would trigger all ticket from live chat with Ivy as first assignee. could we exclude Ivy and utilize the second agent as first assignee?

is there any logic that we can utilized to recognize our second assignee agent to sort out the ticket? some kind of logic that work like this:

  • IF first assignee = Ivy, then take the second, or
  • IF channel = livechat, THEN take the second assignee name

Could we utilize that logic?

Thanks,

Kuka

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Marco

Zendesk Customer Care

Hi Kautsar, 
 
Thanks for reaching out regarding this. 
 
I am not able to test this out as I would not have the same chatbot integration as you, and it looks like you are using a 3rd party bot that actually falls as an assignee. But I have some ideas on this. 
 
First, we may need to actually separate the reporting on live chat tickets from the rest of the tickets. You can do that by filtering the report by ticket channel. Then when creating the report for tickets created from live chat, have you tried editing the formula so that instead of the assignee id being changed from NULL, it is changed from Ivy? Something like this: 
 
IF ([Changes - Field name]="assignee_id" AND [Changes - Previous value]="Ivy Assignee ID" 
AND [Changes - New value]!="0" AND [Changes - New value]!=NULL)
THEN [Update ticket assignee]
ENDIF
 
Of course, you would change the "Ivy Assignee ID" to the actual assignee ID. Check here for more information: https://support.zendesk.com/hc/en-us/articles/4408823393306-How-can-I-locate-an-agent-ID-in-Support-
 
It may be possible to have this all in a single query, and having a custom attribute using the logic that you provided, but that extent of custom coding would be out of our scope. 
 
Hope this helps! Cheers! 

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Hello - 

I followed the steps here, but I'm not getting 100% the results I'm looking for in in my query results.

I built a custom metric to show me the the number of tickets that are moved from a specific group into another group like this:

IF([Changes - Field name]="group_id"
AND [Changes - New value]="33422348" /* to Supervisors */
AND [Changes - Previous value]="360010909133") /* from the prop-team */
THEN [Update ticket ID]
ENDIF

In this case, it seems like the "First Assignee" attribute can't be bound to this in a table row - I would like to visually show who the first assignee on the ticket was prior to the ticket changing groups.

In my example here, I isolated to a single ticket that should be included:

So this is working for the "Tickets updated" metric, but I would like to have this also work for my custom "Upgrades" metric.

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I utilized this Standard Calculated Metric a while ago to help me identify tickets moving from group to group. I now have a need for it to try to find some other information. It seems that the formula is now failing.

If I run the original queries/reports that I initially used this metric in they seem to run fine. However, when I now select it from the list of metrics under columns or rows, I get the error below. 

Can anybody shed some light on this?

 

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Alex Zheng

Zendesk Customer Care

Hey Jay,
 
You are probably in the wrong dataset, make sure you are in the Updates History dataset and the formula should work.
 
Let me know if you have any further questions.

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Gerald J

Zendesk Luminary

Is it possible to get the same information, first assignee name and hopefully group in the ticket and SLA dataset?

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Alex Zheng

Zendesk Customer Care

Hey Gerald,
 
Unfortunately not, as the changes - field name attribute only exists in the Updates History dataset.
 
Best regards,

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Hi team,

Is it possible to find all assignees for a ticket?

or 

get first assignee for a tickets in one column  and get second assignee for a tickets in second column.
I am New to Zendesk Can any one help me with this?  

Thanks,

Omkar

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Pedro Rodrigues

Community Moderator

Hi Rachayeeta Dutta, it is possible but it will require some work. Here's an example of how to do this.

1. Create a new report under the Support - Updates history dataset

2. Add the attribute [Changes - Field name] to Filters, and select "assignee_id"

3.1. Create a standard calculated attribute, let's name it "Ticket Assignee • Previous", for example:

IF ([Changes - Field name] = "assignee_id" 
     AND [Changes - Previous value] != NULL 
     AND [Changes - New value] != NULL
     AND [Changes - Previous value] != "0"
     AND [Changes - New value] != "0"
     AND [Changes - New value] != [Changes - Previous value]) 
THEN LINK("https://yoursubdomain.zendesk.com/agent/users/"+[Changes - Previous value],"🔗 "+[Changes - Previous value])
ENDIF

⚠️Don't forget to replace "yoursubdomain" with your actual Zendesk account subdomain.

3.2. Create a second standard calculated attribute, "Ticket Assignee • New":

IF ([Changes - Field name] = "assignee_id" 
     AND [Changes - Previous value] != NULL 
     AND [Changes - New value] != NULL
     AND [Changes - Previous value] != "0"
     AND [Changes - New value] != "0"
     AND [Changes - New value] != [Changes - Previous value]) 
THEN LINK("https://yoursubdomain.zendesk.com/agent/users/"+[Changes - New value],"🔗 "+[Changes - New value])
ENDIF

4. Add the Assignee reassignments metric to the report

5. Add the two new standard attributes to the report, exclude "NULL" values on both:

The only downside is that this will return the user ID instead of the name, so we'd have to edit the previous standard attributes in order to obtain the agent's name.

This will be a manual task, however, as we'll have to use a SWITCH function. Exemplifying for the "Ticket Assignee • Previous" attribute:

IF ([Changes - Field name] = "assignee_id" 
     AND [Changes - Previous value] != NULL 
     AND [Changes - New value] != NULL
     AND [Changes - Previous value] != "0"
     AND [Changes - New value] != "0"
     AND [Changes - New value] != [Changes - Previous value]) 
THEN SWITCH [Changes - Previous value] {
CASE "123456789": LINK("https://yoursubdomain.zendesk.com/agent/users/"+[Changes - Previous value],"George")
CASE "123456788": LINK("https://yoursubdomain.zendesk.com/agent/users/"+[Changes - Previous value],"Ringo")
CASE "123456787": LINK("https://yoursubdomain.zendesk.com/agent/users/"+[Changes - Previous value],"John")
CASE "123456786": LINK("https://yoursubdomain.zendesk.com/agent/users/"+[Changes - Previous value],"Paul")
⚠️ (...)
DEFAULT: [Changes - Previous value]}
ENDIF

⚠️ You should add a "CASE" value for each agent in your account. This makes the whole report more difficult to maintain, of course, depending on how many agents you have.

Result:

In the example image above, we can see that there are CASE conditions for two agent IDs, but we'd need to edit our two attributes and add more CASE conditions for the other user IDs.

Hope this helps!

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Thanks for the response Pedro Rodrigues . it helped a lot.

can you help me with one one more thing like how to just get first assignee name of a ticket and name of last agent who have updated the ticket .

apologies for the late response and again thanks for the response .

Omkar Salyan

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Pedro Rodrigues

Community Moderator

Hi Rachayeeta Dutta, you can follow the steps shared on this page to report on first assignee. As for the last assignee, you can try the following standard calculated attribute (also in the Updates history dataset):

IF [Assignee name] != NULL
THEN [Assignee name]
ELIF [Changes - Field name]="assignee_id" 
AND [Changes - Previous value] != NULL 
AND ([Changes - New value] = "0" OR [Changes - New value] = NULL)
THEN [Changes - Previous value]
ENDIF

Hope this helps!

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I'm using the "Bad initial satisfaction ratings" metric to find negative C-SAT data based on the first assignee and this is not working for us. All of the numbers are associated with a blank value under "First Assignee Name".

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Gab Guinto

Zendesk Customer Care

Hi Allen,

If you're using the Bad initial satisfaction ratings in your report and you need to see which agent was assigned at that time of the rating, you can try slicing the data by the native Update ticket assignee attribute instead of the custom one discussed above. This should show the assignee at the time the bad rating was added to the ticket. 

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Hi, 

The first reply metric is attributed to the current assignee / group even if it wasn't them who did that first answer (we actually got a separate group that triages most tickets).

Is there a way to see how long it took to send the first reply and attribute it to the agent who actually wrote that first reply?

Thanks

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Gab Guinto

Zendesk Customer Care

Hi Anais,

This may be achievable through the Updates history dataset. You can try building a custom attribute using the earliest date functions to get the timestamp of the first agent reply – see Working with earliest and latest date functions – and then use the Updater name attribute to see the agent who performed the update. 

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Hey all,
How can I see the first reply time - business hours by the first assignee agent?

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I'm following the recipe above, but when adding the "Current Assignee" to the filter panel - I get 

"The report cannot be displayed because it took too long to execute".

But if I remove from the filter panel and place the same attribute in the Rows, the report will display the results as a column. 

I've tried narrowing the date range and adding additional filters such as brand. But the same result, won't allow me to add to the filters. 

Any pointers?

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Christine Diego

Zendesk Customer Care

Hi Adam,
 
Could you please  try clearing your cache and cookies and trying a different web browser. If the previous step does not resolve the problem, contact Zendesk Customer Support for further assistance.

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while this recipe works for finding out the first assignee or group, i am trying to figure out how would this work if i wanted to display the previous group it was assigned to

scenario: ticket gets assigned to group A, then group B, then group C, then group D. I need to create a report and find out how many tickets were assigned to group C and show also the group before it was assigned to group C

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Elaine

Zendesk Customer Care

Hi Arthur,
 
I'm confident that the recipe provided in this article can assist you in extracting the data you're looking for. Explore recipe: Tracking ticket assigns across groups
 
I hope that helps!

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Elaine i've tried that report and unfortunately it doesn't work as it will only provide me the count of ticket reassignments. It does not provide the information of the group that made the assignment. 

So in my example: ticket gets assigned to group A, then group B, then group C, then group D. I need to create a report and find out how many tickets were assigned to group C and show also the group before it was assigned to group C. 


I need the report that shows group B made the ticket assignment to group C

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Elaine

Zendesk Customer Care

Hi Arthur,
 
Apologies for the confusion.
 

To accomplish this, you'll need to create multiple calculated metrics for each reassignment scenario. For instance, you'll need a formula for when tickets are reassigned from Group B to Group C, another formula for Group A to Group C, and so on. If you find this process confusing, I recommend reaching out to our support team for further guidance and assistance.

 

 

 

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Pedro Rodrigues

Community Moderator

Arthur Mori as an alternative to what Elaine suggested, a single standard attribute will be enough in the Updates history dataset.

Following more or less the same logic above, you can create a standard calculated attribute to consider only the value for "New value" of group_id that you want.

Example (let's assume Group C has ID = 123456789):

IF [Changes - Field name] = "group_id" AND [Changes - Previous value] != NULL
AND [Changes - New value] = "123456789" AND [Changes - Previous value] != "123456789"
THEN "Valid"
ELSE NULL
ENDIF

As an example table, we'd add this to our report filters (excluding NULL), add Changes - Previous Value and Changes - New Value to rows and then select the metric to count # updates.

Hope this helps!

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This is amazing Pedro Rodrigues! Thank you! Thanks also Elaine

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This is not working. The formula returns the agent's name even if they are not the first assignee. Every time “Assignee” becomes NULL, it will consider the next assignee as the first assignee.

I tried to use DATE_FIRST_FIX, but the result is showing a lot of NULL values even if the ticket was assigned to an agent. 

Do I need to use Ticket Created - Date or Update - Date in the filters?

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Pedro Rodrigues

Community Moderator

Hi Chad Mitrado , I used your formula and it's working for me, for example, on the following table report:

  • Metrics: Updates
  • Columns: Ticket created - date
  • Rows: First Assignee (your formula), Assignee name (to see who's currently assigned)
  • Filters: I'm excluding NULL in the First Assignee attribute (because there's only one change/update we're interested in, which is the assignee_id field according to the formula's criteria)

The output allows me to see the number of tickets where each specific agent was the first assignee, as well as who's currently assigned. Checked multiple tickets specifically and everything looks correct. 

Can you please share a screenshot or describe how you're visualizing your output?

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Does anyone have any guidance for creating a report that shows the First Group a ticket was Assigned to and the Group that Solved the ticket? I think I would use the updates history data set > Solved Tickets Metric > Ticket Group (for solving group). But I'm struggling to compose an appropriate formula to show me the first group a ticket was assigned to. I'm trying to avoid anything that requires writing for a specific Group ID since there are over 80+ in my instance and more could be added. Zendesk recommended using DATE_FIRST but I'm completely lost as to how to use that in this scenario.

 

I tried the below as a custom attribute which sort of worked, but I don't think its quite right. In my results I have tickets that are solved in a Group without any first assigned group showing. When I look at the ticket example I can clearly see that the First Assigned Group is not the same as the Solving Group (Ticket Group).

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

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