Trigger tags when one group reassigns a ticket to a different group

Hi Zach,

A trigger could easily be added to add a tag when a ticket is updated from group A to group B.

You also can actually report in Explore already without any triggers or tags

Which do you prefer?

Thanks McCabe!

I'd actually want both: a tag will indicate to the new agent that the ticket was bumped to their group, and I'd like to also know how many were reassigned in total. 

Okay, for the trigger.

Conditions ALL

Ticket is updated

Group is changed from A

Group is changed to B

Actions

Add tags: a_to_b

let me know if this makes sense

For the reporting:

Dataset: Support -> Ticket updates

Calculations> standard calculated metric

Name: From group A to B

Formula:

IF ([Changes - Field name] = "group_id" AND
[Changes - Previous value] = "A" AND
[Changes - New value] = "B") THEN
[Update ID]
ENDIF

Input the group's ID associated with group A and B in this case. Eg. 360005050000

Then change the metric from SUM to COUNT

Let me know if you need any further help

Hey McCabe,

Thanks for this! I inputted your explore recipe, including the group IDs for group A and B and it wouldn't calculate for me. I've messed around with it a little bit and I keep getting a similar error message:


Is the above formula out of date? It also says that [changes - previous value] and [changes - new value] aren't valid. 

Thanks so much!