First Touch Resolution Report (Assignment Group)

[zraden]

Hi,

Manager has tasked us to create a report that shows first touch resolution tickets by our third party service desk.  These are tickets that were never escalated to another assignment group.  It is ok if they were re-assigned within the assignment group.

Unfortunately we could not find any pre-made reports for this and it seems like under creating a new report we found the reassigned variable, however that is for the assigned too field.

Any help would be appreciated.

Thank you in advanced!

[TejaswiniY]

Hello Zraden,

To identify first-touch resolution tickets by the third-party service desk, filter tickets where Assignment Group is the third-party group, State is Resolved or Closed, and Reassignment Count is 0. This ensures tickets are resolved without escalation to other groups, regardless of internal reassignments within the group.

Please mark this response as correct and helpful if it assists you. You can mark more than one reply as an accepted solution.

[zraden]

Hi,

Does reassignment count = 0 not mean,

The ticket never changed assigned too (technician)?

Thanks!