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2 groups, 1 ticket - history?

Answered


Posted Nov 09, 2023

Scenario: I have a support and implementation team.  When a ticket requires, I want to send the original ticket to implementation to handle their task.  The issue is that, in much of the reporting, the ticket disappears from the support group's statistics.  I can see agent activity and such, but simple items like backlog does not show anymore.

So, if I have a ticket for 2 days with a member of the support team, then assign it to the implementation team, it shows now as having been in implementation's backlog for 2 days.  SLAs seem to update and it doesn't show achievement/breech based on where it lived then.

Am I seeing this right or am I missing something?  I tried side conversations with tickets but I don't want to include the customer in yet another ticket that they didn't open.


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Noly Maron Unson

Zendesk Customer Care

Hi Steven,

What you have described is currently the expected behavior. We do have a recipe for a report that can measure how long tickets stayed in a particular group which is very helpful for tickets that get assigned to multiple groups. 

See: Explore recipe: Reporting on the duration of fields

Hope this helps.

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