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 formula to track the escalation of tickets from the Support group to the Sales group.
This involves using conditions to check changes in the group ID and then returning the Update ID. This method allows you to see how many times a ticket was moved from one group to another, helping you track agent productivity effectively.
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…
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…
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 using…