Explore: how many tickets are being solved by our first line support group?



  • Marie-Cathrine
    Community Moderator

    Hi Bart,

    The easiest way would be to create a custom metric that excludes the tickets that were automatically assigned to second-line support from the number of tickets created. But this would require that you do something to the ticket in the trigger that can be reported on in Explore, e.g. adding a tag. You would then be able to exclude the tickets using a metric similar to this one, if you are using the ticket updates dataset:

    IF ([Changes - Field name]="status" AND [Changes - Previous value]=NULL)  
    AND (NOT INCLUDES_ANY([Ticket tags], "auto_assigned_secondline"))
    THEN [Update ID]

    You can read more about tag reporting here if this is the way you want to go: https://support.zendesk.com/hc/en-us/articles/360022183574-Reporting-with-tags

    #helpsome regards,
    Marie-Cathrine Sørensen
    Developer @ helphouse.io

  • Bart BROSENS

    Hi Marie-Cathrine,

    Thanks for your tip!  I'll have a look at that




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