I want to know how many tickets a group assigned to a different agent group.
In our organization, we manually assign tickets to other agents. Is it possible to create a report, wherein, you can see, which agent (or agent group) assigned how many tickets, to which agent (or agent group) in your organization.
I think this is the type of custom attribute that I would need to put in place, but I'm not sure how to fill each variable.
IF ([Changes - Field name] = "group_id" AND [Changes - Previous value]!=NULL AND [Changes - New value]!="0") THEN [Update ID] ENDIF
Thanks!
Yes, it is possible to create a report that tracks how many tickets a group has assigned to a different agent group. You can achieve this by leveraging Zendesk Explore’s reporting capabilities with events tracking ticket group changes.
One approach is to create a custom metric using the ticket update events where the "group_id" field changes. Your logic will check the change in the group assignment and count the tickets accordingly.
While your suggested formula is on the right track, here’s a simplified example you could use as a starting point in Explore's calculated metrics:
This will help you count ticket updates where the group assignment has changed, allowing you to filter or break down by the original and new groups.
I hope this helps!