Hi community 👋
We have a query on our dashboard called "Replies Sent", which is public comments by admins and agents. We use the "Ticket group" attribute as a filter on the dashboard so we can see the number of replies sent per group.
However, my understanding is that when filtered by group, this would not actually tell us the number of replies sent by that group, rather, it would tell us replies sent on tickets that are now assigned to that group. This means the number of replies sent wouldn’t usually match the sum of replies sent by each agent in that group. For example, the replies sent stat for Group A could be 500, but the sum of the three agents in that Group could be 300. The difference is more apparent on tickets that get moved around from team to team a lot. Let's say a ticket comes in and Group A send 5 replies on that ticket, and the ticket is then assigned to Group B. When we look at Explore, those 5 replies would be counted for Group B since the ticket is now assigned to them.
This is because the “Ticket group” attribute looks at which Group a ticket is currently assigned to, rather than the Group it was assigned to when a specific reply was sent. The default Zendesk Support dashboard uses the same attribute to filter on (in the Agent Updates tab), which to me means this is perceived as the "correct" way to track this.
I am wondering though if it would in fact be better to use the “Update ticket group” attribute to filter on instead for replies sent. The definition of this attribute is "The group to which a ticket was assigned at the end of an update. For example, if a ticket was reassigned from Tier 1 to Tier 2, the attribute returns Tier 2."
I am hesitant to make the change because it’s not how Zendesk have done it in their own dashboard and I’m trusting that the expert who built that would know better than I do!
Does anyone have any advice? Thanks so much!