looking to make a report tickets re assigned to another agent in the same group
I need to make a report based on the below can anyone help,
when a ticket is handled by an agent but then re-assigned to another agent in the same group, the report needs to show each agent and how many tickets were reassigned
all I can find are reports about re-assigning to another group and this doesn't help
thanks in advance
A custom report like this will do the job. It tells you who the updater was and to whom the ticket was reassigned. In case the updater and the previous assignee are different, you can see the assignee_id of the previous assignee (sorry no name possible here).
You can take a look at this recipe: Explore recipe: Total number of assignments
This report returns the number of times your agents were assigned to a ticket, even if they are no longer the assignee on the ticket.
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