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Chad Mitrado's Avatar

Chad Mitrado

Joined Jun 10, 2024

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Last activity Nov 21, 2024

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Latest activity by Chad Mitrado

Chad Mitrado commented,

CommentWriting formulas

I need help in fixing this:

IF ([Changes - Field name]="assignee_id" AND [Changes - Previous value]=NULL 
AND [Changes - New value]!="0" AND [Changes - New value]!=NULL
AND DATE_FIRST_FIX([Update - Timestamp],[Update ticket ID],[Changes - Field name])=[Update - Timestamp])
THEN [Update ticket assignee]
ENDIF

I tried to use the suggestion from this page: https://support.zendesk.com/hc/en-us/articles/4408845631258-Explore-recipe-Finding-the-first-assignee-for-a-ticket, but there's an issue. Every time the system updates the ticket and the  “Assignee” becomes NULL, the next assignee is treated as the FIRST, so I added the Date_First_Fix.

The problem now is the NULL values. There are a lot of tickets going to the NULL values even if they were assigned to agents.

I need to count the number of tickets wherein the agent is the FIRST assignee regardless of how many agents handled the ticket.
 

View comment · Posted Sep 20, 2024 · Chad Mitrado

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Chad Mitrado commented,

CommentExplore recipes

This is not working. The formula returns the agent's name even if they are not the first assignee. Every time “Assignee” becomes NULL, it will consider the next assignee as the first assignee.

I tried to use DATE_FIRST_FIX, but the result is showing a lot of NULL values even if the ticket was assigned to an agent. 

Do I need to use Ticket Created - Date or Update - Date in the filters?

View comment · Edited Sep 20, 2024 · Chad Mitrado

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Chad Mitrado commented,

CommentMetrics, attributes, and filters

Ahmed Helmy. Did you find any workaround for this?
ZD Team, any update on this, please? I have the same concern.

View comment · Edited Jun 10, 2024 · Chad Mitrado

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