How to create a dashboard report for tickets being sent back to Service Desk

[ChristopherY765]

New to creating reports, but I'm wanting to create a report with a visualization that will show how many tickets are being returned to our service desk due to incorrect routing.

For example: A service desk agent creates a ticket for a user and sends it to Team A for assistance. Team A says this issue isn't handled by us and sends it back to the Service Desk. Service Desk then sends the ticket to Team B.

I would like this to display data per agent so we can see which agents are creating and routing tickets incorrectly and how many are being made for a given time frame. 

In the digging that I was doing I believe I would have to make this custom. I've tried to use the Reassignment Count as a way to filter it, but I'm not able to find a way to make it so it's only checking for when it's being sent back to the SD and not just general reassignments. 

[pavani_paluri]

Hi @ChristopherY765 ,

You’re right that the out‑of‑the‑box Reassignment Count won’t give you exactly what you want, because it tracks all reassignments, not just the ones where tickets bounce back to the Service Desk. To build the report you described, you’ll need to capture that specific routing pattern.

1. Capture the “Returned to Service Desk” Event
Add a Business Rule or Flow Designer action that fires whenever the Assignment Group changes back to “Service Desk.”
In that rule, increment a custom field (e.g., returned_to_sd_count) on the incident record.
This way, you’re tracking only the reassignments that matter.

2. Build the Report
Use the Reports module (or Performance Analytics if available).
Create a bar chart with:
X‑axis: Agent (Created By or Assigned To when first logged).
Y‑axis: Sum of returned_to_sd_count.
Add a time filter (Created date or Updated date) so you can view trends over a given period.

3. Visualize Incorrect Routing
The bar chart will show which agents’ tickets are being returned most often.
You can also add a list report to drill into specific tickets for coaching/training purposes.

You’ll need a custom field + tracking logic to distinguish “returned to Service Desk” from general reassignments. Once you have that, reporting is straightforward with a bar chart grouped by agent.

Mark it helpful if this helps you to understand. Accept solution if this give you the answer you're looking for

Kind Regards,

Pavani P