Hi Community,
Apologies if this has been asked before. Is there a way I can create a wider in Analytics to measure what number of tickets had to be escalated to another team? I would like to measure how many of the incidents the support team had to escalate to 2nd/3rd level to get the problem resolved.
+14Hi,
I would go with tags, you add a tag when the ticket is assigned to a specific group.
+14Not that I know off, as FS do not save historic metadata on the ticket.
+16There is a metric that measures “Reassign Count”. This would only really be of use if your organization only ever escalates tickets up and doesn’t reassign them back down in support levels.
No problem! To track escalated tickets in Analytics, create a custom report using fields like "Escalation Status" or "Assigned Team" to filter tickets sent to 2nd/3rd level support.
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