As I'm building out reporting on our agent performance metrics, I'm finding it really difficult to manage agents across three of the attributes available in the Ticket Updates data sets:
[Update ticket assignee]
Because of how nuanced ticket updates are and the complexity of what agents can do to tickets, etc., I've created a custom attribute called "Contributor" to form a hybrid of these that allows me to better track things like "Solves" and "Updates" more comprehensively in our reporting. This is done based on specific updates I care about using IF THEN ELSE functions to output the correct value (Assignee name, Updater name, or Update ticket assignee) per scenario. This works well, and gives me a way to more accurately assess our agent performance.
The problem arises when I'm using this "Contributor" attribute to create groups or sets of individual contributors for more flexible reporting in terms of comparing agents to groups of agents, decomposition of reports, drilling, etc. Names are changeable in Zendesk, so if the name field is ever updated to something new, that will change the corresponding agent's value Explore keys off of, and require me to constantly maintain any dependent attributes (basically re-adding the user to any groups or sets in Explore whenever this happens).
It would be helpful if I could key off of Email (better -- this should rarely change) or User ID (best -- this should never change) instead of name at the higher level. I could build my base "Contributor" attribute using the ID of the user, and re-name the values to whatever I want so they were not dependent on the user's display name in Zendesk Support. However, there is [Assignee ID] and [Updater ID] but critically there is no [Update ticket assignee ID] attribute that I can use.
TLDR: [Update ticket assignee ID] or [Update ticket assignee email] would be helpful attributes to have added by default. If not, is there a way I can build this somehow in the Custom Attribute editor?
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