Ticket Group vs Update Ticket Group in Explore - Frequently asked questions
Discover the differences between Ticket Group and Update Ticket Group in Zendesk Explore. This page answers common questions to help you understand their unique features.
Frequently asked questions
What is the difference between Ticket group and Update ticket group in Zendesk Explore?
The Ticket group and Update ticket group attributes in Zendesk Explore have distinct meanings.Ticket grouprefers to the name of the group the ticket is currently assigned to. On the other hand,Update ticket grouprefers to the group to…
Can I track the original group a ticket was assigned to in Zendesk Explore?
Yes, you can track the original group a ticket was assigned to by using specific formulas in Zendesk Explore. By crafting a report, you can display the count of times tickets were transferred from one group to another. For instance, you can use a…
How can I track agent productivity with ticket reassignments in Zendesk?
To track agent productivity with ticket reassignments, you can use the 'Updater Group' attribute in Zendesk Explore. This allows you to see how many times an agent has reassigned tickets, which is useful for monitoring productivity. By filtering…
Is there a way to filter tickets by the Updater's Group in Zendesk Explore?
Yes, you can filter tickets by the Updater's Group in Zendesk Explore to better manage and analyze ticket data. This feature is particularly useful for tracking how many times tickets have been reassigned by agents within a specific group. By…
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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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