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Dustin Suits

Entrou em 15 de abr. de 2021

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Última atividade em 16 de out. de 2021

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Dustin Suits comentou,

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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!

Exibir comentário · Publicado 15 de fev. de 2021 · Dustin Suits

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Dustin Suits comentou,

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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

Exibir comentário · Publicado 25 de jan. de 2021 · Dustin Suits

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