How to Find First Assignee for a Ticket - Frequently asked questions
Frequently asked questions
How can I find the first assignee for a ticket in Zendesk?
To find the first assignee for a ticket in Zendesk, you can use the Updates history dataset in Zendesk Explore. This involves creating a report that identifies the first agent a ticket was assigned to. Start by creating a new report in Explore,…
What do I need to create a report for the first assignee in Zendesk?
To create a report for the first assignee in Zendesk, you'll need Zendesk Explore Professional or Enterprise, and Editor or Admin permissions. Ensure you have access to ticket data in Zendesk Support. The process is intermediate in skill level…
How can I modify the report to find the first assigned group instead of an agent?
To modify the report to find the first assigned group instead of an agent, you need to adjust the formulas used in the report creation process. Replace the formula for the first assignee with one that identifies the first group assignment. This…
Can I exclude certain assignees like a chatbot from the first assignee report?
Yes, you can exclude certain assignees, such as a chatbot, from the first assignee report by modifying the formula. You can filter out specific assignees by adjusting the formula to exclude the chatbot's ID. For example, change the condition to…
What should I do if my report takes too long to process in Zendesk?
If your report takes too long to process in Zendesk, consider adding additional filters to narrow down the results. The Updates history dataset contains a lot of information, which can slow down processing. Adding filters such as a date range can…
Is it possible to find all assignees for a ticket in Zendesk?
Yes, it is possible to find all assignees for a ticket in Zendesk by using the Ticket Updates dataset along with the Update Ticket Assignee attribute. This involves creating a report that tracks all changes to the assignee field, allowing you to…
How can I find the first and last assignee for a ticket in Zendesk?
To find both the first and last assignee for a ticket in Zendesk, you can create custom attributes in the Updates history dataset. For the first assignee, use a formula to identify the initial assignment. For the last assignee, create a…
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
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“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
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