Trigger tags when one group reassigns a ticket to a different group
AnsweredHello,
I want to know when Tier 1 (Group 1) has to escalate/reassign an existing/Open ticket to Tier 2 (Gropu 2), and be able to do a report in Explore to know how many tickets were escalated by doing a tag report.
Is this possible?
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Hi Zach,
A trigger could easily be added to add a tag when a ticket is updated from group A to group B.
You also can actually report in Explore already without any triggers or tags
Which do you prefer?
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Thanks McCabe!
I'd actually want both: a tag will indicate to the new agent that the ticket was bumped to their group, and I'd like to also know how many were reassigned in total.
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Okay, for the trigger.
Conditions ALL
Ticket is updated
Group is changed from A
Group is changed to B
Actions
Add tags: a_to_b
let me know if this makes sense
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For the reporting:
Dataset: Support -> Ticket updates
Calculations> standard calculated metric
Name: From group A to B
Formula:
IF ([Changes - Field name] = "group_id" AND
[Changes - Previous value] = "A" AND
[Changes - New value] = "B") THEN
[Update ID]
ENDIFInput the group's ID associated with group A and B in this case. Eg. 360005050000
Then change the metric from SUM to COUNT
Let me know if you need any further help
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Hey McCabe,
Thanks for this! I inputted your explore recipe, including the group IDs for group A and B and it wouldn't calculate for me. I've messed around with it a little bit and I keep getting a similar error message:
Is the above formula out of date? It also says that [changes - previous value] and [changes - new value] aren't valid.Thanks so much!
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Hi Ethan,
It looks like you saved the custom metric in another dataset. Can you check if you're building the report with the Support: Ticket updates dataset? The attributes Update ID, and Changes - Previous and - New value are not present in other datasets, and that is likely why you're seeing this error message.
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