Trigger tags when one group reassigns a ticket to a different groupRespondida
I want to know when Tier 1 (Group 1) has to escalate/reassign an existing/Open ticket to Tier 2 (Gropu 2), and be able to do a report in Explore to know how many tickets were escalated by doing a tag report.
Is this possible?
A trigger could easily be added to add a tag when a ticket is updated from group A to group B.
You also can actually report in Explore already without any triggers or tags
Which do you prefer?
I'd actually want both: a tag will indicate to the new agent that the ticket was bumped to their group, and I'd like to also know how many were reassigned in total.
Okay, for the trigger.
Ticket is updated
Group is changed from A
Group is changed to B
Add tags: a_to_b
let me know if this makes sense
For the reporting:
Dataset: Support -> Ticket updates
Calculations> standard calculated metric
Name: From group A to B
IF ([Changes - Field name] = "group_id" AND
[Changes - Previous value] = "A" AND
[Changes - New value] = "B") THEN
Input the group's ID associated with group A and B in this case. Eg. 360005050000
Then change the metric from SUM to COUNT
Let me know if you need any further help
Thanks for this! I inputted your explore recipe, including the group IDs for group A and B and it wouldn't calculate for me. I've messed around with it a little bit and I keep getting a similar error message:
Is the above formula out of date? It also says that [changes - previous value] and [changes - new value] aren't valid.
Thanks so much!
It looks like you saved the custom metric in another dataset. Can you check if you're building the report with the Support: Ticket updates dataset? The attributes Update ID, and Changes - Previous and - New value are not present in other datasets, and that is likely why you're seeing this error message.
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