Recipe for Ticket Changes required

6 Comments

  • Candie Baring
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    Hello Maria! Welcome to the Community!

    These articles may come in handy when creating queries in Explore:

    https://explore.zendesk.com/hc/en-us/articles/115000769487-Creating-queries

    https://explore.zendesk.com/hc/en-us/articles/115009285947-Getting-started-creating-queries

    Should you need further assistance, you can always chat with us or email us at support@zendesk.com.

    Have a great day!

     

     

     

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  • Amber Martin
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    I am having this same problem.

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  • Nicole - Community Manager
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    Hi Amber -

    Did you read through the articles in the response above?

    If so and you still have questions, let us know and we'll create a ticket for troubleshooting.

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  • Amber Martin
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    Yes I have read the articles and called the support team.

     

    In insights I was using [Text Field] Previous Value and [Text Field] New Value to create a report to show which agents took unassigneds so [Text Field] NULL, [Text Field] Amber Martin, [Text Field] Value - Assignee.

    Support was able to give me the calculations for this specific report in explore but its not as transferable/intuitive to other reports as it was in insights and doesn't change the 1000s of unorganized values that show in the drop down.

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  • Nicole - Community Manager
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    Thanks for letting us know, Amber.

    I'll flag your post as product feedback for the product teams that are working on Explore to consider.

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  • Amber Martin
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    Maria - were you able to get a report in insights for ticket escalations between teams? I was able to build a report for T1 agents grabbing unassigned tickets using explore and field name "assignee_id" but I have not figured out how to do it between my T1 and T2 groups.

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