Question
Do the Ticket group and Update ticket group attributes refer to the same values?
Answer
No, these have different meanings:
- Ticket group: Refers to the name of the group the ticket is currently assigned to.
- Update ticket group: Refers to the group to which a ticket was assigned at the end of an update. For example, if a ticket was reassigned from Tier 1 to Tier 2 in the past, the Tier 2 value will be returned.
For Explore attribute definitions, see this article: Metrics and attributes for Zendesk Support.
5 comments
Mackenzie Ribbink
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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Carly Files
"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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Hope Saldana
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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Elaine
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:
I trust this proves beneficial!
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Hope Saldana
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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