Exclude updates other than comments

4 Kommentare

  • Hillary Latham
    Community Moderator

    Hey Tom, I'm not seeing this in general - if I have a query and I show internal and public comments and show update counts, I often have updates counted that show "0" for comments, both internal and public.

    I am getting both an internal comment and an update count on closed tickets that were "closed by merge", which does insert a comment at the time of merge and that comment is attributed to the updater.   I admit I cannot seem to filter these out specifically using the exclude tag filter.   Are these the trigger/comment combinations you are seeing in your query, or are there others?  If this is the only one, you could just filter out updates where the ticket status was changed to "closed" by filtering on one or more of the "changes" fields.

    Zendesk probably needs some feedback on this workflow - either some way to attribute comment updater to the system triggers (so the agent doesn't get the credit for the comment) or some way to filter these out of your report with tags or other update properties.  You can post feedback here: https://support.zendesk.com/hc/en-us/community/topics/360001200913

    0
  • Tom Skjönsberg

    Hillary Latham

    Thank you very much for your reply.

    What I'm seeing in my query is that the instant where agents leave a comment are counted as expected. However, the same tickets will show up again later without any comments being added.

    For instance, an agent adds a public comment and submits the ticket as solved. This then adds an entry in the query for that ticket. 7 days later the ticket updates again from Solved to Closed through a trigger. No comment is added, but the ticket will again show up for that agent on the date it is set to Closed.

    When looking at the metric Tickets updated w/comment and when trying to create a new metric I see that what it looks for (which is also the only available option I can see) is IF ([Comment present] = TRUE). Which to me indicates that it will count any ticket which has a comment, regardless if the comment was actually added at the time of update or not.

    I tried to set a filter to exclude tickets where the attribute Update ticket status is Closed, but that did not change my results in the query.

    Thank you for the tip to post in the Feedback forum. Will definitely do so.

    0
  • Graeme Carmichael
    Community Moderator

    Tom

    I cannot replicate your problem. But just some things to try.

    If you want the number of comments added by agents, you should use D_COUNT(comments) as your metric. this counts the number of comments while 'Tickets Updated w/ Comment' counts tickets.

    To remove updates by an automation or trigger, filter by updater role. These business rules have an updater role of NULL.

     

    So I would expect a selection as below to meet your needs:

     

    0
  • Tom Skjönsberg

    Graeme Carmichael

    Thank you for the response.

    That was part of my problem. Seeing that it didn't change anything at first, it got me digging even further, and it turned out that it was actually a filter in my dashboard that made the results come out wrong.

    So thanks to you, I got a correction on which metric to use to make sure the results were correct, and also it helped me dig down to the root cause for the figures being displayed incorrectly.

    0

Bitte melden Sie sich an, um einen Kommentar zu hinterlassen.

Powered by Zendesk