Tracking for the Zendesk Queues feature

Issues with tracking in the feature

Out of the box it's extremely difficult to tell how many and which tickets were answered by Primary and Secondary groups using the Zendesk Queues feature. At present the only way this can be achieved is to view the ticket events in each individual ticket. 

To monitor the implementation of this feature we would like visibility on which tickets are in each queue at any given time.

This is important to us so we can ensure that every ticket is in a queue and should any queue be incorrectly associated with the ticket, we would be able to identify the issue and rectify it quickly.

To track the impact of this feature we would like to be able to track the number of tickets answered by both Primary and Secondary groups in each queue. 

This is important to us so we know where our agent resources are being deployed and to identify if we have correctly, set the priority of each queue to maximize operational efficiency. 
 

A temporary workaround we've deployed

Since the Primary group in each of our queues matches the one we have set by triggers we do not urgently need to track this as we can assume this is correct. However we would find it very important to know how often the Secondary group in every queue answers a request.

With that in mind we have the following trigger which acts on cases where the group is updated before the ticket has an assignee. It works but we would only see this as a temporary solution due to the trigger, not accounting for instances where the agent manually grabbed a ticket from outside their group.

With these tags we can then build reports based around the number of tickets answered by Secondary groups.