Tracking ticket solves across groups

6 Comentários

  • Jessica Blake
    Ações de comentário Permalink

    Hi Devon,

    Welcome to the community! You should be able to report on the number of assigns from one group to another using a Standard calculated metric. Please copy the metric below and paste it into the metric editor in the Ticket Updates data set.

    IF ([Changes - Field name] = "group_id" AND
    [Changes - Previous value] = "36000000xxxx" AND
    [Changes - New value] = "3600000xxxxx") THEN
    [Update ID]
    ENDIF

    To get the group IDs of your groups, you'll need to make GET request to subdomain.zendesk.com/api/v2/groups.json. Check out our documentation here for more information. 

    In your case, the first group ID would be for 'Group 2' as the previous group and the second group ID would be for 'Group 1' as the new group the ticket is assigned to. 

    When creating the query, add Updater name under your Rows.

    The finished query would look something like this:

    Please let me know how you go with this!

     

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  • Devon Hicks
    Ações de comentário Permalink

    Jessica,

       Thank you for taking the time to respond to this! I was able to hit the API and pull our group numbers, and get the metric up and running!

    0
  • Devon Hicks
    Ações de comentário Permalink

    Jessica,

       While this was working initially, when I changed the Dataset ( now using Support: Tickets Users, Organizations), I get this error when I try and apply the Calculated Metric. 

    "The set of calculations Calculated member named 'COUNT(fhsallreassignsto4support-f4437fa15d)' references 'Changes - New value' which is unknown as attribute. isn’t valid. Adjust the calculation and try again. (Error code: 3c01b692)"

    Any thoughts?

    0
  • Jessica Blake
    Ações de comentário Permalink

    Hi Devon,

    This metric won't work in the Support: Tickets data set as it does not contain the same information as the Ticket Updates data set. 'Changes - New value' is not an available attribute in that data set.

    Can you let me know why you need this metric in the Tickets data set? What data are you trying to report on?

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  • Devon Hicks
    Ações de comentário Permalink

    Jessica,

       My apologies, I got lost in the machine a bit trying to figure this out and forgot that detail.

    I have a Dashboard that has few reports on it that I'm testing out, mainly around # of solved tickets in various forms (Overall # Solved, # Solved by agent, # solved by certain tags) that all use Support: Tickets. I have a date filter widget setup that works for those metrics, and was trying to see if using the same data set would allow for it to work on this new metric as well. 

    I see a variety of options under the date filter, currently I just have tickets_solved_at from the Support: Tickets dataset checked. I tried adding tickets_updated_at from the Ticket: Updates dataset to the filter, but that just breaks things in general.

    Is it the case that metrics from the different data sets can't live under the same tab?

    Cheers,

    Devon

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  • Jessica Blake
    Ações de comentário Permalink

    Hi Devon,

    I understand from what you have said is that you're trying to add queries from different data sets to the same dashboard tab, and the filters aren't working properly.

    At the moment this is expected.  The attribute you select to filter by must be part of the dataset that was used to create the query you’ve added to the dashboard. For more information on this, I encourage you to check out Adding interactive dashboard widgets.

    You can also post in our Product Feedback forum with this suggestion. Thanks!

     

     

    0

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