Report on Ticket Duration with Multiple Support Groups
How can I report on the duration tickets spend with multiple support groups?
To report on the duration tickets spend with multiple support groups, create a custom attribute in Zendesk Explore that identifies previous groups a ticket was assigned to. Use this attribute with the 'Field changes time' metric to calculate the time spent in each group. Ensure you have the group IDs beforehand, and add the custom attribute to your report to visualize the data.
For detailed instructions, see the originalZendesk help article.
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