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Explore report for ticket handoffs

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Hannah Lucid

Publicado 16 mar 2023

Hello Zendeskers,

 

Is there a way to report on the number of "handovers" tickets have gone through?

 

Example: A ticket is submitted and assigned to a tier 1 support agent, but then gets escalated to a tier 2 agent.

Example: A ticket is submitted and assigned to the accounting team but is then reassigned to software support.

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    Frank Ferris

    Hi Hannah! To create an Explore report for ticket handoffs, you can filter your data by "Ticket Updates" and then select the "Assignee" and "Requester" attributes. From there, you can add metrics such as "Ticket Count" and "Time to First Reply" to get a better understanding of your team's handoff process.

    If you're interested in exporting your data to Google Sheets to make this analysis easier, you should try Coefficient's add-on for Google Sheets. Let me know if you have any other questions or if there's anything else I can help with!

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