Reopens and Assigned Agents
RespondidaI have an assigned agent and the metric is Reopens.
Some tickets are reopened and then reassigned to another agent, to which agent will this metric fall to? Agent A solves ticket. It reopens. Agent B picks up ticket. It will not reopen. Whom will get the metric Reopen ticket?
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Comentario oficial
Hi Joana,
Thanks for reaching out!
If you are using the Support: Tickets dataset and the Assignee Name attribute it will return this data for the current assignee of the ticket. If you'd like this to be update based, I recommend looking at using the Support: Ticket Updates dataset along with the Reopened Tickets metric and Update Ticket Assignee attribute.
Support: Ticket Updates metric and attributesHope this helps!
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