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Freshservice - Reporting on the tickets not resolved by the initial group

 One of the targets we are trying to improve is the resolved at first contact however, I need to report on the tickets that are being reassigned to other groups including the subject, who assigned it and the date, I can't seem to find a way to do it, does anyone have a solution?

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Hi Julie,


We've had some success with this using Analytics.  You can create a widget with the following settings:


image


Set the widget to display tabular data and tweak the columns as needed:


image


I can't find a way to display which agent triggered the reassignment, though. The table also shows a lot of extra rows, and I'm assuming it's logging other ticket changes that aren't displayed on the columns I'm viewing.  


Hope this helps!

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