Formulas for Calculating Ticket Assignments in Zendesk
What formulas are used to calculate ticket assignments in Zendesk Explore?
In Zendesk Explore, specific formulas are used to calculate ticket assignments. These formulas help track both initial assignments and reassignments of tickets to agents.
For 'New ticket assigns', the formula checks if the 'assigneeid' field was changed from NULL to a non-zero value. For 'Assignee reassignments (custom)', it checks if the 'assigneeid' field was changed from a non-NULL value to another non-zero value. These formulas are crucial for accurately counting how many times tickets are assigned to agents. For more detailed instructions, refer to the originalZendesk help article.
More related questions
How can I create a report to track the total number of ticket assignments in Zendesk?
To track the total number of ticket assignments in Zendesk, you can create a report using Zendesk Explore. This report will show how many times agents were assigned to tickets, even if they are no longer the current assignee. Start by opening…
What skill level and permissions are needed to create a Zendesk assignment report?
Creating a Zendesk assignment report requires a moderate skill level and specific permissions. You'll need to be familiar with Zendesk Explore and have either Professional or Enterprise access. Additionally, you must have Editor or Admin…
How do I ensure my custom metrics in Zendesk Explore are counted correctly?
To ensure your custom metrics in Zendesk Explore are counted correctly, you need to set the metric aggregators to COUNT. This setting is crucial for accurately summing the number of ticket assignments. After creating your calculated metrics for…
Can I include date filters in my Zendesk assignment report?
Yes, you can include date filters in your Zendesk assignment report to track ticket assignments over specific time periods. This allows you to see how many tickets an agent has worked on in a day, week, or any other timeframe. To add date filters,…
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