Explore recipe: Total number of assignments

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7 Comments

  • Hannah Meier
    Zendesk Customer Care

    Thank you for that information, Jean-Edouard,

    I'm going to go ahead and pull this issue into a ticket so I can get more account-specific details to troubleshoot this issue. You should see an email shortly with the ticket information.

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  • Hector Estrada

    Hello, is there a recipe to show how many what trigger or agents assigned a ticket? 

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  • Dane
    Zendesk Engineering
    @Hector,
     
    There's no direct way to extract this data. However, you can utilize tags and triggers to pull such data moving forward. You just need to modify your existing triggers that assigns tickets to add a tag that can be used to identify of when it was fired. Refer to the simple version of the trigger below.
     

    Once this is done, you can then use Reporting with tags to create a query. The same can also be done for agents. You can create a trigger that will tag a ticket whenever the assignee was changed.
     

    You can then create a report from Tickets::Tickets Update Dataset to extract the data from these tags.
     
     
     
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  • Shelley

    Hi,

    Is there a recipe like this for chat tickets? We have Assigned Chats set up and would like to track for each agent how many chats were reassigned to another agent. So inessence, how many chats the original assignee missed, therefore the chat was passed onto another agent.

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  • Dane
    Zendesk Engineering
    @Shelley,
     
    This is a good recipe to start with Explore recipe: Chat engagements and duration by department. Once you're done with it, it will give you an idea on how to utilize chat engagement dataset to create your own report.
    1
  • Paul Kiersey

    Is there a difference between the 'Assignee reassignments (custom)' metric that this article suggests creating and the 'Assignee reassignments' metric that is already in Explore?

    The formula for both metrics is identical, so is the step for creating that '(custom)' metric necessary?

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  • Dane
    Zendesk Engineering
    @Paul,
     
    Nice catch! It immediately pushed me to test it on my end as well. However, I have found out that the pre-built 'Assignee reassignments' does not have 'Compute separately' enabled. On the other hand, both of the custom formula on this article have.
    1

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