# tickets escalated out to different groups

4 Comentários

  • Chandra Robrock
    Community Moderator

    Hi Kara! I'd love to see if I could help.

    When you say that you're looking for the # of tickets escalated out to different groups, are you specifically referring to the number of tickets assigned to a specific ticket group, or something else?

    I'm thinking you'll be able to use the Tickets Assigned metric on the Support: Ticket Updates dataset in Explore, and then select the Update Ticket Group attribute under either the Columns or Rows section (depending on your exact use case).

    Let me know if that gets you close to what you're looking for!

  • Kara Tee

    Hi! I am referring to the number of tickets that went from one group escalated to another group. For example, we have 3 IT groups and we want to know how many tickets are being escalated between these groups by the agents. I'm not sure if that makes sense. 

  • Chandra Robrock
    Community Moderator

    If all of your tickets begin with a specific group before they are escalated to the "next level up" escalation group, I think this query could work for you.

    For example, all of our tickets land in our Support ticket group, unless we need to escalate it to a Support Engineer for deeper troubleshooting. 

    To help me find any tickets that have been reassigned to those groups, I'd create a query similar to the screenshot below:

    Hope that helps point you in the right direction!

  • Violeta Micu
    Community Moderator

    Hi Kara,


    Maybe this metric is also useful for you:

    IF (
    [Changes - Field name] = "group_id" AND
    ( [Changes - New value] = "360000003777"

    ) AND
    [Changes - Previous value] = "360000007834"
    [Ticket ID]

    This metric is calculating how many tickets were moved from a group to another. I am using it to track the escalation to 2nd level based on group id.

    You have to replace the numbers listed in "" with your group id's.

    If you think this helps you and need more info, let me know :)



Por favor, entrar para comentar.

Powered by Zendesk