We are looking at our reopen % in hopes of decreasing it. To do this, we want to look at the individual agents and their own reopen %. In the tickets dataset, it attributes the reopened ticket to the person currently assigned. However, if the ticket reopened and another agent picked it up, this doesn't allow us to accurately see who solved the ticket first (and in theory, caused the reopen). Is there a more accurate way to look at reopened tickets based on who was assigned when it was reopened?
Reporting on reopened tickets by assignee
Hello @mackenzie11 <Mackenzie Ribbink>,
To capture the current assignee of a ticket when it is reopened, we need to use the attribute “Update ticket assignee” from the “Support: Update history” dataset and also use the “Ticket reopened” metric. This will show us who the assignee was when the ticket was reopened.
I hope this helps.
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