Explore Report Trouble: Need Group Submitted ticket but same group didn't solve ticket totals

4 Comments

  • Hillary Latham
    Community Moderator

    Hey Craig, have you checked out this recipe?  It might help you get started.  After this, you'll just need to further filter on tickets with a status of solved and a ticket group of Group B (ticket group is the current group while update ticket group is the ticket group for that update - so if the ticket is solved/closed, the ticket group will be the group who solved it).

    https://support.zendesk.com/hc/en-us/articles/360025454293-Explore-recipe-Tracking-ticket-assigns-across-groups  

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  • Craig VanDeVenter

    Hi Hillary Latham, Thanks for the assist. 
    I got the report to work but isnt' quite what I need.   So this detects movement but here is scenario I'm required to account for:

    We have an MSP that gets paid on creation and solved tickets.

    We need the number they are going to charge for.

    Few thoughts that have been the thorn in the reports side:
    1) No double dipping. (can't create a ticket, then solve it and get paid twice for single ticket)
    2) If MSP created ticket but can't resolve they get paid b/c of their time in helping client.
    3) If MSP solves ticket they get paid b/c they services client
    4) See #1 above... can't have MSP getting paid for a created ticket that they solved twice.

    So we can't go by created AND solved...

    Easy one is solved... 
    Harder one is ones they created but didn't solve.

    Am I making sense?  LOL

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  • Craig VanDeVenter

    Just bumping this thread to see if anyone has any additional insight on how to do this.

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  • Dainne Lucena
    Zendesk Customer Advocate

    Hi Craig VanDeVenter! I just created a ticket & sent over an email to further discuss the report you are trying to build. Hope to hear from you soon.

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