Initially Assigned to Group

15 Comments

  • Rebecca
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    Hey Bill!

    Zendesk does indeed store data on groups a ticket was assigned to. The best metrics for this is:

    # Group Reassignments 

    You can create a "ticket group" drill-in for this metric to render data on the specific group a ticket was assigned to.

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  • Becca
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    Hi I'm also looking to report on when a ticket was first assigned to a particular group and am interested in aggregating that metric by week.

    I've tried creating the metric two different ways and both do not yield expected results (or do not return results due to improper metric definition).

    Try #1

    select ifnull(count(Ticket Id,Records of Ticket Text Field Changes), 0) where Date (Event) = ( select min( select Date (Event) by Ticket Id where Text Field = Group and [Text Field] New Value = [Group] Support Engineering) by Ticket Id ) and Ticket Status <> Deleted

    Try #2

    select ifnull(count(Ticket Id,Records of Ticket Text Field Changes), 0) where System Field History =(select min(select System Field History by Ticket Id where Text Field = Group and [Text Field] New Value = [Group] Support Engineering) by Ticket Id) and Ticket Status <> Deleted

    Any help would be appreciated. Thank you.

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  • Jessie Schutz
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    Welcome to the Community, Becca! Apologies for the delayed response.

    I'm checking to see if any of our Insights experts can review your metrics and see what's going on. Stand by!

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  • Keith @ Zendesk
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    Hey Becca,

     

    This'll be the Article you need to get the Report you want created:

    https://support.zendesk.com/hc/en-us/articles/203777516-Building-custom-metrics-for-the-Events-model-in-Insights-Professional-and-Enterprise-

    Just make sure to use an Event Based Date Dimension to return the dates of the updates you're looking for.

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  • Becca
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    I've reviewed the following articles and believe I'm close on my below metric #1 whose goal is to define the first time a ticket's group = Support Engineering, but I'm having trouble making a sensical metric #2 that aggregates metric #1 by number of tickets per event date.

    Articles reviewed: 

     

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  • Jessie Schutz
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    Hi Becca! Welcome to the Community!

    I'm going to check with our Community Moderators and some of our other Insights experts to see if anyone can help you validate that second metric for you. Stand by!

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  • Bernd Sawatzki
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    Hi,

    we use incremental exports over zendesk core-api

    to retrieve to and work with our tickets and so on in a database.

    Now, we need to explore in which group was an ticket on a defined ( historic ) date.

    In documentation I found the description of a dataset

    "System Field History"

    with included fields "group ( historic)", "assignee (historic)" and so on ....

    But we don't found this dataset for incremental export !?!

    What can we do ???

    Kindly regards

    Bernd Sawatzki

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  • Rebecca
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    Hey Bernd - 

    You can get the historic ticket assignee and ticket group via the Incremental Events Export API: https://developer.zendesk.com/rest_api/docs/core/incremental_export#incremental-ticket-event-export 

    Here's an example of a response object from this API where in ticket #984 the group assignment was changed: 




    You can then use the Core API Groups API to determine the group by its ID, https://developer.zendesk.com/rest_api/docs/core/groups




    The same workflow can be used for historic assignee data, here's an example of an assignee update via the Incremental Events API: 

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  • Bernd Sawatzki
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    Hallo Rebecca,

    thanks so far ...

    In Insights I now have so following solution for a query :

    1) WHAT : TicketUpdates (=  SELECT COUNT(Ticket Id, Ticket Text Field Change) WHERE Ticket Status <> Deleted )

    2) Filter :

    a) DateEvent is 18/10/2017

    b) Updater is Agent Julian van Lengen

    c) TicketGroup(Historic) is "Telefonsupport"

    Solution =

    TicketUpdates
     
     
    33.00
    I get the Ticket-Counts of the Tickets, this agent has updated on Date where the TicketGroup ( historic ) was "Telefonsupport" .

     

     

     

     

     

    I don't yet understand, how can i solve the same problem via the Incremental Events Export API with the different events !?!

     

     

     

     

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  • Viorica Pop
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    Hi Becca, 

     

    Have you figured it out, how to show the date of first assignment to a group? I want to do the same exact thing, but I still see all events. Can you please share your final solution if available? 

     

    Thanks!

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  • Rebecca
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    Hi Bernd and Viorica - 

    The incremental events API would provide the same data as Insights on group reassignments. However APIs are more a method to gather the data but the APIs would not offer a method to calculate or manipulate that data like Insights or other reporting tools do. 

    As a result, to accomplish your goal via the API, you could use the Incremental events API to get the changes to the data but would need to write a script or some type of tool to parse and interrupt the data into what you are looking to gather.  

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  • Viorica Pop
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    Hi Rebecca,

     

    I would prefer to use GoodData in this case, since the API export is not an option for us and we would like to schedule this report on weekly bases.

    I have build 2 metrics similar to Becca's : 

    #Events: 

     
    and 
    Date First Assigned to SEG
     
    select min(select (select (select Date (Event) by Ticket Updates) by Ticket Text Field Change where Text Field = Groupand [Text Field] New Value = [Group] Sustained Engineering ))
     
    On the report I added the #Events metric, ticket id, Date(Event).
     
    What I was hoping is to show for each ticket is: the initial assignment to the group - regardless if there were other assignments later on the same group.  But  now I see all dates the ticket was assigned to Sustained Engineering group.
     
    Any ideas are appreciated!
     

     

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  • Becca
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  • Bernd Sawatzki
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    Hallo Rebecca,

    please can you tell me the difference between

    "audits" and "events"

    which we can get from the incremental export api !?!

     

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  • Viorica Pop
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    Hi Becca,

    I've used you solution and now it works. I can show on the report the date when a ticket was first assigned to a known group.

    Thanks for sharing!!

     

     

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