Getting the GROUP assigned date in a view



  • Dainne Lucena
    Zendesk Customer Care

    Hi Jordan Crawford,


    You could try something like this using the dataset "Support: Updates History" & use the metric "Group Reassignment" so it would only pull data regarding group reassignments.

    It would look something like this:


    Hope this helps!

  • Jordan Crawford

    Unfortunately when I say this is important I mean important to agents and managers assigning work in the support views, not in an Explore report.

  • John

    Hi Dianne, 


    I cant get this to work in explore. I am trying to create my own query for a group and the date the ticket entered the group but "Group Reassignment" isnt available.... can you help?

  • Anne Ronalter
    Zendesk Customer Care
    Hello John,

    Under the ticket update dataset of support, we have the metric 'Group reassignments'. This will show the number of tickets that were reassigned to another group.

    Explore formula:
    IF ([Changes - Field name] = "group_id" AND [Changes - Previous value]!=NULL AND [Changes - New value]!="0") THEN [Update ID] ENDIF

    More details can be found in our article about Metrics and attributes for Zendesk Support.

    Should you still not find it, please open a ticket with Zendesk Support, so that we can investigate.

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