Report on Original Group Updates in Zendesk
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 that made the update.
For example, if a ticket is initially assigned to group A and an agent from group A updates it before reassigning it to group B, the report will show group B as the updater. To correct this, use a custom metric that includes Updates history attributes such as Changes - Field name, Changes - New value, and Change - Previous value. This approach allows you to track the original group responsible for the update. For more guidance, refer to the Explore recipe: Tracking ticket assigns across groups.
More related questions
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…
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…
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