Filter Ticket Assignments by Group in Zendesk
Can I filter the ticket assignments report by group in Zendesk Explore?
Filtering the ticket assignments report by group is possible, but with limitations. The 'Tickets assigned' metric counts events where a ticket is assigned to a specific agent.
If a ticket is assigned to both a group and an agent, it will be included. However, tickets assigned only to a group without a specific agent won't be counted. For those, consider using the Group reassignments metric or creating a custom calculation.
More related questions
How do I create a report for ticket assignments per day in Zendesk Explore?
Creating a report for ticket assignments per day in Zendesk Explore is straightforward. You need to have Zendesk Explore Professional or Enterprise and the necessary permissions. To start, go to Explore and click the reports icon. In the Reports…
Does the ticket assignments report include reassigned tickets?
Yes, the ticket assignments report in Zendesk Explore includes reassigned tickets. This means any ticket that is reassigned to another agent will be captured in the report. This feature ensures that all ticket assignments, whether initial or…
How can I exclude reassignments from the ticket assignments report?
To exclude reassignments from the ticket assignments report, you can use a result metric calculation. Subtract the 'Assignee reassignments' from the 'Tickets assigned' metric. Alternatively, create a custom metric that only counts assignments of…
Can I track tickets that turn open daily in Zendesk Explore?
Yes, you can track tickets that turn open daily in Zendesk Explore. Use the ticket updates dataset and set the update date to the day you're interested in. Ensure the update ticket status is set to open. This setup allows you to monitor tickets…
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