How can separate Tickets final group when tickets were created in Explore

January 21, 2022 11:48

We plan to calculate the timestamp of transferring tickets from Group A to Group X, in Zendesk's explore, I used this formula

IF ([Changes - Field name] = "group_id"
AND
[Changes - Previous value]="xxxx"
AND [Changes - New value] != null
AND [Updater role] = "Agent"
)
THEN [Update - Timestamp]
ENDIF

But in Zendesk, there are two scenarios

1) Tickets came into Group A without any further system transferring and waited for transferring.

2) Ticket were manually move into Group A, and Zendesk explore took this manual transferring time as update timestamp. But this ticket came into Group B. They should be excluded.

Can somebody help to get only the tickets which came into Zendesk in Group A?

3 Comments

Pedro Rodrigues
- January 21, 2022 13:37
Community Moderator
Hi Qin Brian, would the following attribute work? (example group ID = 360005980132)
```
IF ( [Changes - Field name] = "group_id"
AND [Changes - Previous value] = "360005980132"
AND [Changes - New value] != null
AND [Updater role] = "Agent"
AND [Ticket group] != [Update ticket group])
THEN [Update - Timestamp]
ENDIF
```
I tried this on my account and it only returns the timestamp if the group reassignment is valid:

You can also filter the new attribute to exclude NULL values:

Hope this helps!
0
Qin Brian
- January 27, 2022 03:46
Hi Pedro:

Thanks for the reply.

In actual scenario, the tickets can be moved from group to group frequently.

In another word, one ticket can be moved over 5 times during whole life handling.

What I want to do is to find out the first group tickets entered precisely to avoid mixing with the groups tickets were moved.

0
Pedro Rodrigues
- January 27, 2022 10:11
Community Moderator
Hi Qin Brian, not sure if there's a simpler way but here's how I did it.

Created a new standard calculated attribute named "First Group":
```
IF ( [Changes - Field name] = "group_id"
AND [Changes - Previous value] = NULL 
AND [Changes - New value] != NULL
AND [Changes - New value] != "0")
THEN [Update ticket group]
ENDIF
```
Then I excluded NULL after adding it to my report:

After excluding NULL in the new attribute, the resulting query only shows the first group assigned.
0

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3 Comments

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