Combining tickets created and tickets reassigned
Hi,
In my company we have a support group who both receive tickets directly from end-users as well as have tickets reassigned to them after originating in from our customer service group.
I am trying to quantify how many tickets my support group receives each week, but I fear that when I try and search for created tickets for that group, I am only seeing the tickets that are being sent to the group directly rather than also calculating the ones they are receiving internally from our customer service team.
Is there anyway I can group these together to get a better understanding of the volumes my support team are getting?
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Hey Jason, have you tried using the Update Dataset and the "change" attributes to capture tickets where the group changed to your team?
If you are reporting from the ticket attributes, you can only report on the team that solved the ticket - you won't see the history of different assignment groups. If you use the update dataset, you can report on changes to any field. So you can see tickets that came to a group, but didn't start or end with that group.
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Thanks @... this was a great help!
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