Getting the GROUP assigned date in a viewAnswered
With several escalation groups, it's really important to know at a glance when a ticket was assigned to a group.
I tried using the "Assigned" value in the view, but it turns out that's just the last time an agent was assigned. So if T1 escalated to T2, or T2 escalated to T3, adding that to the view makes it look like it's been sitting in the next team's queue since the previous agent first assigned it to themselves which isn't accurate.
How would I accomplish this?
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!
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.
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?
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.
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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