Fix Incorrect Group Reporting in Zendesk Reports

Why does my report show the wrong group updating a ticket?

Your report might show the wrong group updating a ticket because it uses the attributes Ticket group and Update ticket group, which display results from the group assigned the ticket, not the original group that made the update. To report on the original group, you need to create a custom metric.

For instance, if a ticket is assigned to group A and an agent from group A comments on it, then reassigns it to group B, the report will associate the update with group B. This happens because the attributes are linked to the group that was assigned the ticket at the time of the update. To correctly report the update as coming from group A, you can create a custom metric using the Updates history attributes, such as Changes - Field name, Changes - New value, and Change - Previous value. For more details, check out the formula in the Explore recipe: Tracking ticket assigns across groups.

More related questions

How can I report on the original group that updated a ticket?

To report on the original group that updated a ticket, you need to create a custom metric. This is necessary because standard attributes like Ticket group and Update ticket group associate updates with the group assigned the ticket, not the one…

What attributes cause incorrect group reporting in Zendesk?

The attributes Ticket group and Update ticket group can cause incorrect group reporting in Zendesk. These attributes display results from the group assigned the ticket at the time of the update, rather than the original group that made the update….

How do I create a custom metric to track ticket updates by group?

To track ticket updates by the original group, you need to create a custom metric in Zendesk. This is because standard attributes may incorrectly associate updates with the group assigned the ticket at the time of the update. To create a custom…