Add support for tracking group IDs as they change in Zendesk for escalation purposes | Workforce Management

Add support for tracking group IDs as they change in Zendesk for escalation purposes

Tropical Swan

Right now, in our database, we only store the final group ID that the ticket was assigned to. However, it might be useful to track all the group IDs in chronological order, which can be helpful when tracking escalations from 1 group to another in Zendesk

March 14, 2022

Tame Parrot

Analytics Use Case:

Tracking SLAs in tier 2 queues to get a full picture of Utilization for buyer and seller support queues, including escalated queues. This will support staffing and other business decisions. Currently, these queues show as having 0 occupied hours and 0 available and occupied hours.