Assignee tickets not showing up in their tickets solved

1 Comments

  • Amy Dee
    Comment actions Permalink

    Hi Adam! The big difference between these two reports is the user attribute. The first is looking at the Updater, which is the person (or process) that submitted any given update. The second is looking at the Ticket Assignee, which is the current assignee on the ticket.

    These two will start to drift apart if someone (or something) other than the assignee actually submits the ticket as solved. Some common alternative solves come from end-users in the Help Center, an automation, a problem ticket bulk solve, or a colleague stepping in to help.

    We have a quick guide for user attributes here: Which user attribute should I use in my report?

    I hope this helps! Happy reporting!

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