In this Explore recipe, you'll learn how to create a report that returns the number of times your agents were assigned to a ticket, even if they are no longer the assignee on the ticket.
Note: If a user is assigned to a ticket more than once, it will count the assignment twice (for example if a previously assigned ticket is assigned again to the same agent).
What you'll need
Skill level: Moderate
Time Required: 25 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 you'll create standard calculated metrics to calculate initial assignments and reassignments. Click Calculations (
), and then Standard calculated metric.
- On the Standard calculated metric page, enter a name for your metric, in this case New ticket assigns.
- In the Formula field, enter or paste the New ticket assigns formula:
IF ([Changes - Field name] = "assignee_id"
AND [Changes - Previous value]=NULL
AND [Changes - New value]!="0")
THEN [Update ID]
ENDIFTip: If you're working in a language other than English, read this article to help you enter Explore formulas in your language. - Enable Compute separately.
- When you are finished, click Save.
-
Repeat steps 4 to 8 to create a second calculated metric named Assignee reassignments (custom). Use the following formula for this metric.
IF ([Changes - Field name] = "assignee_id"
Your metrics will look like the following screenshots:
AND [Changes - Previous value]!=NULL
AND [Changes - New value]!="0")
THEN [Update ID]
ENDIF
- In the Metrics panel, click Add.
- From the list of metrics, choose Calculated metrics > New ticket assigns and Calculated metrics > Assignee reassignments (custom), then click Apply.
- Ensure the metric aggregators for your custom metrics are set to COUNT. For more information, see Choosing metric aggregators.
- In the Rows panel, click Add.
- From the list of attributes, choose Ticket field update values > Update ticket assignee, then click Apply.
- To get the sum of the two metrics, click Result manipulation (
), then click Result metric calculation.
- On the Result metric calculation page, click Add a new metric.
- Enter the name of your metric, in this case Total assignments.
- Enter or paste the formula below. You must select your metrics and functions from the drop-down next to Insert.
COUNT(New ticket assigns)+COUNT(Assignee reassignments (custom))
- Click + Add to add the calculation.
Your report is complete! See the screenshot below for an example.
7 Comments
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.
Hello, is there a recipe to show how many what trigger or agents assigned a ticket?
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.
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.
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.
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?
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.
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