Explore recipe: Finding the first assignee for a ticket

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<p><span style="font-family: -apple-system, BlinkMacSystemFont, 'Segoe UI', Helvetica, Arial, sans-serif;">In this Explore recipe, you'll learn how to use the </span><strong style="font-family: -apple-system, BlinkMacSystemFont, 'Segoe UI', Helvetica, Arial, sans-serif;">Updates history</strong><span style="font-family: -apple-system, BlinkMacSystemFont, 'Segoe UI', Helvetica, Arial, sans-serif;"> dataset to find the </span><em class="ph i" style="font-family: -apple-system, BlinkMacSystemFont, 'Segoe UI', Helvetica, Arial, sans-serif;">first</em><span style="font-family: -apple-system, BlinkMacSystemFont, 'Segoe UI', Helvetica, Arial, sans-serif;"> agent a ticket was assigned to. You'll also create a filter that can be used to exclude results where the first assignee is the same as the current assignee.</span></p>
<p class="p">You can also modify this report to find the first assigned group instead of agent.</p>
<p class="p">This recipe contains the following topics:</p>
<ul>
<li class="p"><a href="#ariaid-title2">What you'll need</a></li>
<li class="p"><a href="#ariaid-title3">Creating the report</a></li>
<li class="p"><a href="#01H7DJ5N79CE18N98TKN86088T">Modifying the report to find the first assigned group</a></li>
</ul>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_vsn_bhv_pkb">
<h2 class="title topictitle2" id="ariaid-title2">What you'll need</h2>
<div class="body">
<p class="p">Skill level: <em class="ph i">Intermediate</em></p>
<p class="p">Time required: <em class="ph i">20 minutes</em></p>
<ul class="ul" id="topic_vsn_bhv_pkb__ul_gjm_chv_pkb">
<li class="li">Zendesk Explore Professional or Enterprise</li>
<li class="li">Editor or Admin permissions (see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836002970-Adding-users-to-Explore" rel="noopener" target="_blank">Giving agents access to Explore</a>)</li>
<li class="li">Ticket data in Zendesk Support</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_ejl_ghv_pkb">
<h2 class="title topictitle2" id="ariaid-title3">Creating the report</h2>
<div class="body">
<p class="p">This report returns the first assignee for each ticket in your instance.</p>
<p class="p"><strong class="ph b">To create the report</strong></p>
<ol class="ol" id="topic_ejl_ghv_pkb__ol_fft_t3v_pkb">
<li class="li">In Explore, click the reports (<img alt="" class="image" id="topic_ejl_ghv_pkb__image_gft_t3v_pkb" src="https://lh3.googleusercontent.com/Aavxgn53gfH5D5rmJ1Ag2oAut1-aAg10HHpO3WtuI3AKs0C00IcoTFvVZ7S-lzvsArUBIEbiFwAyTRIfglI4vN-YVTDTkf9deaRSlWKOOak5Nl9xQ_J6HXUxB0Ee_mmr6R4KY-ni">) icon.</li>
<li class="li">In the Reports library, click <strong class="ph b">New report</strong>.</li>
<li class="li">On the <strong class="ph b">Select a dataset</strong> page, click <strong class="ph b">Support</strong> &gt; <strong>Support -</strong> <strong class="ph b">Updates history</strong>, then click <strong class="ph b">Start report</strong>.</li>
<li class="li">In the Calculations menu (<img alt="" class="image" id="topic_ejl_ghv_pkb__image_hft_t3v_pkb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_calculations.png">), click <strong class="ph b">Standard calculated attribute</strong>.</li>
<li class="li">On the <strong class="ph b">Standard calculated attribute</strong> page, give your attribute a name like <strong class="ph b">First assignee name</strong>.</li>
<li class="li">In the <strong class="ph b">Formula</strong> field, enter or paste the following formula:
<div class="p">
<pre class="pre">IF ([Changes - Field name]="assignee_id" AND [Changes - Previous value]=NULL
AND [Changes - New value]!="0" AND [Changes - New value]!=NULL)
THEN [Update ticket assignee]
ENDIF</pre>
</div>
<div class="note tip">
<span class="tiptitle">Tip:</span> If you're working in a language other than English, <a href="https://support.zendesk.com/hc/en-us/articles/4408820266906" target="_self">read this article</a> to help you enter Explore formulas in your language.</div>
</li>
<li class="li">From the <strong>Computed from</strong> dropdown list, choose <strong>Ticket ID</strong>.</li>
<li class="li">When you are finished, click <strong class="ph b">Save</strong>.</li>
<li class="li">Repeat steps 4 to 8 to create a second calculated attribute named <strong class="ph b">Current assignee filter</strong> and the following formula:
<div class="p">
<pre class="pre">IF [Update ticket assignee] = [Assignee name] THEN "true"
ELSE "false"
ENDIF</pre>
</div>
</li>
<li class="li">Now, you'll construct the report. In the <strong class="ph b">Metrics</strong> panel, click <strong class="ph b">Add</strong>.</li>
<li class="li">From the list of metrics, choose <strong>Tickets</strong> &gt; <strong class="ph b">Tickets updated</strong>, then click <strong class="ph b">Apply</strong>.</li>
<li class="li">In the <strong class="ph b">Rows</strong> panel, click <strong class="ph b">Add</strong>.</li>
<li class="li">From the list of attributes, choose <strong class="ph b">Calculated attributes</strong> &gt; <strong class="ph b">First assignee name</strong>, then click <strong class="ph b">Apply</strong>.</li>
<li class="li">In the <strong class="ph b">Filters</strong> panel, click <strong class="ph b">Add</strong>.</li>
<li class="li">From the list of attributes, choose <strong class="ph b">Calculated attributes</strong> &gt; <strong class="ph b">Current assignee</strong> filter, then click <strong class="ph b">Apply</strong>.</li>
<li class="li">Click the <strong class="ph b">Current assignee</strong> filter you just added. On the <strong class="ph b">Exclude</strong> tab, exclude one of the following values:
<ul class="ul" id="topic_ejl_ghv_pkb__ul_wws_zjd_skb">
<li class="li">
<strong class="ph b">True</strong>: If you want to exclude tickets where the current ticket assignee is the same as the first tickets assignee.</li>
<li class="li">
<strong class="ph b">False</strong>: If you want to exclude tickets where the current ticket assignee is NOT the same as the first tickets assignee.</li>
</ul>
</li>
</ol>
<p class="p">Explore displays the finished table showing agents who were both the first and the current assignee for each ticket and the number of tickets for which that was the case. If you want to see the individual ticket IDs for these, add <strong class="ph b">Tickets</strong> &gt; <strong class="ph b">Ticket ID</strong> to the <strong class="ph b">Rows</strong> panel.</p>
<p class="p"><img alt="" class="image img-screenshot" id="topic_ejl_ghv_pkb__image_h4h_kmd_skb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/recipe_1.png" width="700"></p>
<div class="p">
<div class="note tip">
<span class="tiptitle">Tip:</span> The <strong>Updates history</strong> dataset contains a large amount of information related to your tickets. If your report is taking too long to process, consider adding another filter to narrow the results. For example, you could add the <strong class="ph b">Ticket created - Date</strong> filter to narrow the date range being reported.</div>
<h2 class="note tip" id="01H7DJ5N79CE18N98TKN86088T">Modifying the report to find the first assigned group</h2>
<p>To find the first assigned group on a ticket, rather than the first assigned agent, follow the steps above but substitute the following formulas:</p>
<ul>
<li>In step 6, use this formula instead:
<pre class="pre">IF ([Changes - Field name]="group_id" AND [Changes - Previous value]=NULL
AND [Changes - New value]!="0" AND [Changes - New value]!=NULL)
THEN [Update ticket group]
ENDIF</pre>
</li>
<li>In step 9, use this formula instead:
<pre class="pre">IF [Update ticket group] = [Ticket group] THEN "true"
ELSE "false"
ENDIF</pre>
</li>
</ul>
</div>
</div>
</div>
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