How to identify how many tickets are transferred out from an ticket initiating group to other resolver groups, all the ideas are invited. I want to know tickets that are transferred out of specific group to other resolver groups.
Agent Created group vs Ticket assigned group
Userlevel 7
+13
Hello,
As FS do not save history of a ticket I would say a tag or not. Then use view or a report to show how many.
Userlevel 6
+11
Hi.
There may be several ways to achieve what you are looking for, depending on your needs.
We have Level 1 (L1) groups and Level 2 groups (L2).
When a ticket is Escalated, we set up a workflow to transfer the ticket to the corresponding L2 group, and ticks / sets an internal custom variable called Escalated, and we perform several statistics with that.
Hope this helps.
Sincerely,
Userlevel 7
+13
Hi,
To clarify my suggestion, is to use a automation that trigger on change group from “initiating group” to any
Action Set tag {{ticket.group.name}} or if you wish to use tag called Escalated.
Then a report on easier the tag Escalated or each groups Tag. In case you have Pro/ENT
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