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What's the difference between Ticket group and Update ticket group in Explore?



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Alex O. Robinson

Zendesk Customer Care

Edited Jul 04, 2023


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5 comments

Hello! This answered my question as well. However, I need the other value to be returned. Is there a way to display the original update group? The "Updater's Group" or "Updater Group" would be extremely helpful. Here is the use case:
We are trying to track our agent's productivity. One of the way we do that is to see how many reassignments the agent has done (triaging) in a given period of time. The problem I run into is when I try to display reassigned tickets by updater and filtered by group (so I can see all of my agents in the Support group), the ticket is in another group so the group filter is useless. However, if we could filter by the Updater's Group, that would completely solve the problem. 
Is there a way to do this now without selecting every individual person I need in the Updater field?

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Elaine

Zendesk Customer Care

Hi Kacey,
 
Indeed, it's possible! In this guide, you'll discover how to craft a report that presents the count of times tickets were transferred from one group to another. For instance, you can utilize this formula to track the escalation of tickets from the Support group to the Sales group:
 
IF ([Changes - Field name] = "group_id" AND 
[Changes - Previous value] = "36000000xxxx" AND
[Changes - New value] = "3600000xxxxx") THEN
[Update ID]
ENDIF
 


I trust this proves beneficial!

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Yes, this gets me close! I have used this formula to show how many times our Support group moves a ticket to our Development group. However, I need to see how many times they have moved a ticket to any group. How many times did Joe Smith move a ticket out of the Support group? I would like it to show the ticket only one time per agent. So, if the ticket came in and out of Joe's queue a couple times, it would only show once for Joe. However, it Steve also moved that same ticket out of Support once, it would show once on both Steve and Joe's numbers. Hopefully that makes sense!

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"Updater Group"  would be helpful in controlling calculated attributes better.  Right now the way we are doing it uses include statements and if statements to separate the groups.  This works but since we manage the groups in the admin center it doesn't make sense to have to do that in the attributes too.

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I would also like to see updater group as an attribute, just like updater name. I want to pull a report to see how many tickets each agent has worked - I'm using this recipe: https://support.zendesk.com/hc/en-us/articles/4408846302490-Explore-recipe-Count-of-agent-interactions-with-tickets. However, I'd like to limit it by the group that actually made the update (not the ticket group or update group).

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