Best practices for adjusting priority of tickets
We'd like to lower the priority of tickets once the urgent situation is mitigated, but the concern is the # of urgent tickets will not be captured in reporting. For example, if a customer ticket is initially "urgent" because their system is down, we will lower the priority from "urgent" to "normal" once their system is back up. The ticket will then remain open in "normal" priority during the following investigation and until the issue is closed eventually. How can we lower the priority, but still be able to capture the # of urgent tickets that a customer submitted in history?
Hi Laurie Schafer 👋 the best way to capture this is to use the Support - Updates history dataset in Zendesk Explore.
For example, you can create the following "Priority changes" standard calculated attribute:
IF ([Changes - Field name] = "priority"
AND ([Changes - Previous value] = NULL
OR [Changes - Previous value] = 0
OR [Changes - Previous value] = "0" OR [Changes - Previous value] = "")
AND ([Changes - Previous value] != [Changes - New value]) )
THEN [Changes - New value]
ELIF ([Changes - Field name] = "priority" AND [Changes - Previous value] != NULL AND [Changes - Previous value] != 0
AND [Changes - Previous value] != [Changes - New value])
THEN [Changes - Previous value] + " to " + [Changes - New value]
Example resulting table:
We can see that one ticket had its priority changed from Normal to High. The rest of the tickets only had one priority set (as the "Changes - Previous value" for the field was = null or zero).
Please note that this report will count tickets as many times as their priority was changed, however.
Following on our example, we can drill in to discover that the above-mentioned ticket's ID is 301 and that it had two priority updates: one from null to normal and another one from normal to high:
Hope this helps!
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