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Dustin Suits

Incorporación 15 abr 2021

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Última actividad 16 oct 2021

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Dustin Suits hizo un comentario,

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Hello @..., yes that is correct! We're trying to figure out how often tickets are being assigned to a group and someone outside of that group is solving. This would help us identify how often tickets are being assigned to this group incorrectly or how long this group spent on tickets without being the one to solve it. Thank you!

Ver comentario · Publicado 15 feb 2021 · Dustin Suits

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Dustin Suits hizo un comentario,

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If my organization has dozens of groups, how can I calculate the total number of tickets that were assigned to a specific group (and solved by any group)? I have tried the following formulas, filtering them to tickets created in 2021 for easier verification. 

Formula 1 - Seems like the logical option for organizations with a large number of zendesk groups, but displayed a wildly inaccurate number in the single digits. 

IF ([Changes - Field name] = "group_id" AND
[Changes - Previous value] = ANY AND
[Changes - New value] = "999xxx") THEN
[Update ID]
ENDIF

Attempt 2 - The outputted value was wildly inflated. I also would prefer not to use this method because it would require adding each group ID individually and it would remain a static list requiring manual updating if new groups are created. 

IF ([Changes - Field name] = "group_id" AND 

([Changes - Previous value] = "1xxxxx" OR  
[Changes - Previous value] = "12xxxx" OR
[Changes - Previous value] = "123xxx" OR
[Changes - Previous value] = "1234xx" OR 
[Changes - Previous value] = "12345x" ) 

AND
[Changes - New value] = "999xxx") THEN 
[Update ID]
ENDIF

Ver comentario · Publicado 25 ene 2021 · Dustin Suits

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