Recipe for Ticket Changes required
I am looking for help with creating queries as we could do in insights using [Text Field] Previous Value and [Text Field] New Value. They used to be very handy measuring ticket escalations between each team.
Changes in Explore are a bit unorganized with thousands of values what look like chat comments and emails. Why?
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Hello Maria! Welcome to the Community!
These articles may come in handy when creating queries in Explore:
https://explore.zendesk.com/hc/en-us/articles/115000769487-Creating-queries
https://explore.zendesk.com/hc/en-us/articles/115009285947-Getting-started-creating-queries
Should you need further assistance, you can always chat with us or email us at support@zendesk.com.
Have a great day!
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I am having this same problem.
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Hi Amber -
Did you read through the articles in the response above?
If so and you still have questions, let us know and we'll create a ticket for troubleshooting.
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Yes I have read the articles and called the support team.
In insights I was using [Text Field] Previous Value and [Text Field] New Value to create a report to show which agents took unassigneds so [Text Field] NULL, [Text Field] Amber Martin, [Text Field] Value - Assignee.
Support was able to give me the calculations for this specific report in explore but its not as transferable/intuitive to other reports as it was in insights and doesn't change the 1000s of unorganized values that show in the drop down.
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Thanks for letting us know, Amber.
I'll flag your post as product feedback for the product teams that are working on Explore to consider.
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Maria - were you able to get a report in insights for ticket escalations between teams? I was able to build a report for T1 agents grabbing unassigned tickets using explore and field name "assignee_id" but I have not figured out how to do it between my T1 and T2 groups.
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