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Reopens and Assigned Agents

  • December 17, 2020
  • 1 reply
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Joana12

I have an assigned agent and the metric is Reopens.
Some tickets are reopened and then reassigned to another agent, to which agent will this metric fall to? Agent A solves ticket. It reopens. Agent B picks up ticket. It will not reopen. Whom will get the metric Reopen ticket?

    1 reply

    Taylor18
    • Taylor18
    • January 15, 2021

    Hi Joana, 

     

    Thanks for reaching out!

     

    If you are using the Support: Tickets dataset and the Assignee Name attribute it will return this data for the current assignee of the ticket. If you'd like this to be update based, I recommend looking at using the Support: Ticket Updates dataset along with the Reopened Tickets metric and Update Ticket Assignee attribute. 


    Support: Ticket Updates metric and attributes

     

    Hope this helps!

     

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