How do I tracking ticket assigned from multiple groups and their respective turn around time | Community
Skip to main content

How do I tracking ticket assigned from multiple groups and their respective turn around time

  • March 4, 2024
  • 2 replies
  • 0 views
ROCA|M&M

Hello, 

I need to track all the tickets that come into a group. So let's say that I have 100 groups and I want to know how many tickets are beeing sent to "the group".

I have created this metric inspired by this post https://support.zendesk.com/hc/en-us/articles/4408835929882-Explore-recipe-Tracking-ticket-assigns-across-groups

D_COUNT

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

//this are all the other groups
[Changes - Previous value] != "124188xx" OR
[Changes - Previous value] != "131997xx" OR
[Changes - Previous value] != "221641xx" OR
[Changes - Previous value] != "607695xx" OR
[Changes - Previous value] != "609133xx" OR
[Changes - Previous value] != "15214xx" OR
[Changes - Previous value] != "6071xx" OR
[Changes - Previous value] != "12788xx" OR
[Changes - Previous value] != "554xx" OR
[Changes - Previous value] != "80708xx" OR
[Changes - Previous value] != "2111xx" OR
[Changes - Previous value] != "21112xx" OR
[Changes - Previous value] != "211122xx" OR
[Changes - Previous value] != "21112xx" OR
[Changes - Previous value] != "7477xx" OR
[Changes - Previous value] != "607xx" AND

//this is "the group"
[Changes - New value] = "193837xx") THEN
[Update ticket ID]
ENDIF

The issue with this metric is that is giving over inflated values and I don't know why

And beside this I also have to know what the turn around time for those tickets sould is (wich in our case sould be between 12-24h). How do I do all of this?

 

    2 replies

    Dave24
    • Dave24
    • March 5, 2024

    Hi Gabi, 

    If it doesn't matter what the previous Group assignment was (in other words, you want to count all tickets moving to "the group" regardless of where they came from), then you should be able to omit all the "previous value" lines entirely. The recipe you based this on was looking for tickets that were moved from one specific group to a different specific group, so in that case the previous group was important.

    With all your OR statements, most of those are going to ge true for any ticket moved to "the group", and with OR statements, only one clause has to be true for the whole thing to be true. 

    ROCA|M&M
    • ROCA|M&M
    • Author
    • March 5, 2024

    Hi @dave24,

    Do you know what calculated metric I could use to count all tickets moving to "the group" regardless of where they came from?

    Thank you!

    Terms & ConditionsCookie settingsAccessibility statement