Reporting on number of solves/replies by submitter group



  • Trevor Kanaya

    I think I might have figured this out although anyone feel free to correct me if I'm wrong. In the Ticket Updates dataset I've created a calculated metric with:

    IF ([Update ticket group]="My Group Name Here" AND [Comment type]="Public")

    In theory, this should target only public replies where the group of the update was that team, correct? If so, this works for me!




  • Stephen Belleau
    Community Moderator
    Zendesk Luminary

    @... In theory! I suppose it depends on your role permissions. If all agents are group-restricted (can only see tickets that belong to groups they are in), then that should work. Otherwise, there's always a slim chance someone is handling a ticket in a group they don't belong to. If that's the case then maybe you have a different workflow-related problem.

    But yeah I think that metric is as close as you can possibly get!


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