The Ticket group and Update ticket group attributes in Zendesk Explore have distinct meanings.Ticket grouprefers to the name of the group the ticket is currently assigned to. On the other hand,Update ticket grouprefers to 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 Update ticket group would show Tier 2.
For more detailed definitions of Explore attributes, you can check out theMetrics and attributes for Zendesk Support.
Yes, you can track the original group a ticket was assigned to by using specific formulas in Zendesk Explore. By crafting a report, you can display the count of times tickets were transferred from one group to another. For instance, you can use a…
To track agent productivity with ticket reassignments, you can use the 'Updater Group' attribute in Zendesk Explore. This allows you to see how many times an agent has reassigned tickets, which is useful for monitoring productivity. By filtering…
Yes, you can filter tickets by the Updater's Group in Zendesk Explore to better manage and analyze ticket data. This feature is particularly useful for tracking how many times tickets have been reassigned by agents within a specific group. By using…