Why doesn't Zendesk track last public reply / comment from an agent?

15 Kommentare

  • Bryce
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    We also have this issue.  We need to be able to track how long customers have gone since their last interaction, whether by Assignee response or other Agents as well.  We have established some Views to provide visibility into last Agent activity, but as Jean mentioned, this doesn't allow us to filter to only public replies.  We would greatly benefit from greater granularity in the Views and reporting capabilities by Agent activity, and our customers would reap those benefits as well.

    Bryce

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  • Landry Dugan
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    Here's what I've come up with to try to handle this situation.

    https://support.zendesk.com/hc/communities/public/posts/203659186-Workaround-How-long-since-ANY-agent-replied-to-this-open-ticket-

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  • Brendan Keillor
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    We also have this issue. We need to be able to tell when the most recent public reply was made by any agent so we can identify tickets where clients haven't heard from us in x days.

    We have a lot of internal chatter on many of our tickets, which makes finding these tickets a painful manual process.

    Landry - I like your workaround but it won't work in our environment.

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  • Erin Boyle
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    Hi all,

    First, I want to assure you that this_ is_ (and has been) on my list of things to add to Views. The use case is pretty clear to me, and I agree that it's something we're missing right now.

    In the meantime, though, I do want to let you all know about the "next reply time" metric we offer through our relatively new SLAs feature. You can essentially set the time after which you'd expect your agents to reply to a customer's comment on a ticket. Even if you set it to be something really far out, it will give you a countdown of how much time is left, which effectively will let you sort your views in order of tickets that haven't had a response in awhile. I know it's not quite what you're asking for, but you may find it useful for your use case.

    Best,
    Erin

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  • Jean
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    Hi Erin!

    For various reasons (mostly having to do with Salesforce integration), we switched from Zendesk to Desk.com. I am considering switching back to Zendesk, because it's just a better product in a number of ways. If Zendesk is going to have this feature within the next several months to a year, that would make a difference in this decision. Is this officially on the roadmap yet? 

    Thanks!

    Jean

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  • Erin Boyle
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    Hi Jean,

    Without getting too technical, we've actually started work on this but are waiting on some database migrations. I think we'll have something within the next couple of months if not sooner. This is, of course, subject to change, but that's my best estimate as of right now.

    We'd be happy to have you back! That being said, it's also important that you don't make that decision based on upcoming changes. Even with the best of intentions, it's just better to avoid that scenario. :)

    I'll be sure to post and update if and when things change. In the meantime, marking this as "Planned."

    Best,
    Erin

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  • Jean
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    Thanks Erin!! I am not making the decision based on this and I am not going to hold you to it :-)  We have many other reasons for changing back; this would just be icing on the cake.

    Jean

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  • Jean
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    Hi Erin-

    We are back on Zendesk (yay!) and I'm curious about whether there has been any progress here? Hoping for that icing...

    Thanks,

    Jean

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  • Nicolas REGIS
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    Looking for the exact same feature, on would appreciate un update on this topic. This currently cause a prioritization situation on our end.

    Thanks,

    Nico.

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  • Jennifer Davison
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    Hello,

    Is this feature available yet? We desperately need to have visibility on when the last public reply was sent by an agent.

    If not yet available, is there an ETA?

    Thank you!

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  • Erik Bailey
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    I have been working with reports and metrics recently, and I believe I have a straightforward way of obtaining three key metrics on comments: Last Agent Public Comment, Last Client Public Comment, and Last Private Note.

    Note that Last Agent Public Comment and Last Client Public Comment are not necessarily the same as the Assignee Updated and Requester Updated values, because other internal staff (besides the Assignee) and other client staff (besides the Requester) can comment on a ticket.

    The only way I have found to do this is through Insights (reporting), and exporting to Excel. I do not believe it is possible directly within the report, because there isn't a way to convert a Timestamp to a Date/Time directly in Zendesk. But it is easy in an Excel export (see my comment https://support.zendesk.com/hc/en-us/articles/205367047/comments/115001232307 in a different thread). I do not know whether this will work in Views.

    Last Agent Public Comment Date (Excel):

    Last Client Comment Date (Excel):

    Last Private Comment Date (Excel):

    Note that the "- 14400" is because I am in US Eastern time zone, and that is the conversion from UTC to ET (may have some DST issues, but that is minor).

    Once you add these metrics to a report, simply export to Excel and convert the field (which will look something like "42905.8826388888") to a Date or Date/Time (6/19/2017  9:11:00 PM in that case).

    Would love some feedback on these - there may be some edge cases that they don't pick up, but they look pretty reliable based on some spot checks I have done.

    This will help our team ensure that we are following up with the clients in a regular manner; it can be easy to get into a large chain of private comments without actually sending a public one! :)

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  • YellowWebMonkey
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    +1

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  • Nikolas
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    Any update on when this feature will become available?

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  • Hillary Latham
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    I found a way to create a metric that shows the # of days since the last public update by an agent.  I copied some of Erik's logic above and got a tip from Zendesk about the GoodData THIS macro.

    THIS macro: https://help.gooddata.com/display/doc/THIS+Macro

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  • Dru Kepple
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    +1: I think it's kind of silly that on the user's list of requests (https://subdomain.zendesk.com/hc/en-us/requests), the "last activity" column — along with the "last activity" field on a request detail page — shows the date of internal/private updates that the end user can't see.  If an internal comment is added, the end-user can't see the comment but can see that the "last activity" is recent.

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