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Boyce Worley
Joined Jul 07, 2023
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Last activity Feb 21, 2025
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Boyce Worley created a post,
There should really be a built in Attribute in Explore in one of the Support Datasets that lets you easily see every Group a ticket was assigned to and another attribute to easily see every Agent a ticket was assigned to. Right now you have to write all kinds of formulas to be able to find what should be basic ticket history information.
Posted Nov 13, 2024 · Boyce Worley
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Boyce Worley commented,
Does anyone have any guidance for creating a report that shows the First Group a ticket was Assigned to and the Group that Solved the ticket? I think I would use the updates history data set > Solved Tickets Metric > Ticket Group (for solving group). But I'm struggling to compose an appropriate formula to show me the first group a ticket was assigned to. I'm trying to avoid anything that requires writing for a specific Group ID since there are over 80+ in my instance and more could be added. Zendesk recommended using DATE_FIRST but I'm completely lost as to how to use that in this scenario.
I tried the below as a custom attribute which sort of worked, but I don't think its quite right. In my results I have tickets that are solved in a Group without any first assigned group showing. When I look at the ticket example I can clearly see that the First Assigned Group is not the same as the Solving Group (Ticket Group).
IF ([Changes - Field name]="group_id"
AND [Changes - Previous value]=NULL
AND [Changes - New value]!="0"
AND [Changes - New value]!=NULL)
THEN [Update ticket group]
ENDIF
View comment · Posted Nov 13, 2024 · Boyce Worley
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Boyce Worley commented,
Could someone clarify the comment in this article that states:
- Interactivity options are disabled when you share dashboards externally. For details about interactivity options, see Interacting with dashboards.
The link takes you to the page discussing using filters and what not. This seems to indicate that the consumer of the shared report wouldn't be able to adjust the filters. However, when I tested it appears that they all work fine for the person with whom the dashboard was shared.
View comment · Posted Jul 07, 2023 · Boyce Worley
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