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"
[Changes - Previous value]="xxxx"
AND [Changes - New value] != null
AND [Updater role] = "Agent"
THEN [Update - Timestamp]
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?
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