Discover how much your agents are interacting with customers and with each other
This recipe provides a simple method for digging into your agent activity using the Updater attribute. Insights identifies the agent, admin, or end-user who updates a ticket as the “updater.” The report below reveals how many times your agents updated their tickets with a comment.
Skill Level: Beginner
Time Required: 20 minutes
Ingredient list
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1 Insights stacked bar chart
- A team of commenting agents!
Instructions
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Click the Reporting icon (
) in the sidebar, then click the Insights tab. Click the GoodData link in the top right corner of the panel. -
In Insights, in the top menu, click Reports, then click Create Report.
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Open the What menu and choose # Private Comments and # Public Comments. Click Done.
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Open the How menu and choose Updater.
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Click Filter and add a new filter to set Updater Role equal to Agent.
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To view the most recent comment activity, add another filter, restricting the attribute Week (Mon-Sun)/Year (Event) to last week.
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Use the icons in the top right to select the Stacked Bar chart type.
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Click the Show Configuration link in the top right. Click and drag the metrics and attributes so that Updater is on the Horizontal (X) axis, Metric Values is on the Vertical (Y) axis, and Metric Names is assigned to the Series. Click Apply.
Your finished report will look similar to the one below. You can use the Show Configuration menu to change the colors, add labels, and adjust the font size, if desired.
26 Comments
Hi Desiree or Joseph (or anyone else listening out there),
I've just done this, but it's only showing the count of updates done on the last day in that period that the updater was active, if that makes sense. For example, it's showing that I made 2 public comments in this period but I made 2 comments on Friday (the last day in this period that I was active) alone.
I'm using the default metrics and am completely stumped.
Hi Matthew,
I'm opening a ticket for you to get more information about your issue. See you there!
Desiree
When trying to filter the how, the value cannot be selected for update role only.
Instead, the value to filter is 'agent role and name' which forces to select exiting values only or "hard code" names.
Is this a change in functionlity?
Hi,
this is near to what we want to report, but we want not to count the comments of an agent but count the number of DIFFERENT tickets where these comments are done from the agent ...
What must we do / change in the report !?!
Hey Bernd!
Do you want to count any ticket where an agent commented, or tickets where they're assigned?
Hi Jessie, I'm actually looking for something similar to what Bernd requested - i.e. number of tickets in a time period where an agent made at least one public comment, not total # of public comments or assigned tickets.
Do you have a recipe that would work for this?
Thanks!
We want to count any ticket ( but only ONE count per ticket ) where an agent commented.
Hey PJ and Bernd! If you take the metric that is suggested in this article (like # Public Comments) and then change the metric format so that it effectively replaces any value greater than 0 with a "1", that will (in effect) give you what you're looking for.
When you are customizing a metric, you have the ability to set the metric format just underneath the metric definition. In this screenshot, I've defined the metric to return a "1" for anything greater than or equal to 1:
You can see more about metric formatting in the Gooddata article I've linked here:
GoodData: Formatting Numbers in Reports
My suggestion would be to duplicate the # Public Comments metric and name it something like "# Public Comments (Counted as one)", Then slice this metric in a report by Ticket ID. You could also filter the report by Updater Role is Agent, Admin - which will ensure you aren't capturing updates made by end-users. If you then also filter by "Updater" and choose your agents, this will ensure you are only counting tickets where your agent made at least one public comment.
It's maybe not the most elegant solution, but it's an idea! I'll let our wonderful community chime in if they've come up with better alternatives!
Hola, necesito exportar a excel el contenido de los comentarios de los tickets, tanto por parte de los clientes, como por parte de los agentes. Esto es posible?
Gracas
Hola Martha,
Es posible exportar todos sus datos de ticket, incluyendo los comentários. Puede ver las Opciones de exportación de ticket aqui dependiendo de su plan.
No tenemos la opción de bajar directamente un archivo de excel pero puede convertir el archivo que baja de Zendesk a excel. Puede hacer una búsqueda en Google y encontrará un paso a paso de como convertir el archivo a excel.
Espero ter podido ayudarle :)
How can I amend the metric so that I only see tickets with more than a specific number of public comments?
I am not interested in seeing those tickets that only have 1 or 2 public comments.
Hi Marc, you should be able to add an "AND # Public Comments > 2" into your metric to hide those with 1 or 2 public comments. Point the # Public Comments to the Metric of the same name.
Hello,
is there a way to add the side conversations in this report?
Hello Vanessa,
Unfortunately, it is not currently possible to report on side conversations. Our product manager in taking feedback though on this post though: https://support.zendesk.com/hc/en-us/articles/360001263308/comments/360000635768
This is functionality we plan to add, the structure for it just hasn't been built out yet. I apologize for any inconvenience that causes you and your team.
HI there,
I ended up with a report randomly listing end users and agents with data that doesn't come from current calendar month:
Why is that?
Thanks,
Grzeg
Hey Grzegorz,
There seems to be some wonky business going on with your report. I'm going to create a ticket on your behalf and pass this over to our Customer Advocacy team to see if they can assist further.
You'll receive a follow-up email shortly stating your ticket has been created so feel free to reply back to that if you have any additional information to provide.
Thanks!
This is a great post, similar to what I am looking for.. I wanted some assistance on similar public/private comments stats on the Ticket. along with how many comments from an agent can we get total ticket count too. To drill down further, I needed sharing factor(like if 2 agents commented on the same ticket, can it divide the ticket count to 0.5 for that agent.if there 4 agents commented it will be 0.25 ticket), possible?
Lokking for report containing below columns,
Agent Name| Sharing factor in %(1 if all the comments are from the same agent, 0.5 if there 2 agents with equal comments, etc) | Ticket ID|Ticket Status|Round Trip(How many total comments in the ticket)|Ticket Team
Thanks in advance
Hey Adarsh,
Have you had a chance to start creating this report you're looking for? Could you share the metrics/attributes you've added to your report so we have a better understanding of where you're at?
We at Zendesk are unable to create reports from scratch on your behalf but if you do have something built we can certainly take a look.
I'd also encourage you to take a look at our Insights Resources which should help get you started on creating these reports.
Hopefully, others can jump in here as well to offer up more guidance.
Cheers!
Hi Brett,
Yes, I have created a report with public and private comments along with the ticket opened and closed for that quarter as below.
Above report showing numbers based on their assignment(ticket ownership).
Looking for a way to find the ticket count of each agent with the sharing factor in it based on the comments made to the ticket. if 2 agents are commenting on the same ticket, it should divide the ticket count to 1/2 for both of them.
Thanks
Adarsh Shet
Hey Adarsh,
Have you looked into using the Updater attribute instead and then filtering your report using Updater Role? When using Updater instead of Ticket Assignee you can get a better idea of how many comment updates each agent made on a ticket.
That may be the easier option here as the alternative would be creating a custom metric if it's even possible to split the count.
Let me know your thoughts.
Hello,
I tried above method. Although it was helpful but I am looking for all the public comments from Agents on particular ticket.
So let's say I want all solved tickets in last week and their overall Agent's public comment. This would help me find First Contact Resolution and number of public comments required by agents to solve a ticket.
Thanks
Jitendra
Hey Jitendra,
If you're looking to capture the number of public comments an agent adds to an individual ticket, you would want to add the Ticket ID attribute to your report. This can be added under the How tab which will then display public comments by updater on each of your tickets.
Hope this points you in the right direction!
Thank you Brett. I tried something similar but I was missing some numbers before. It works now.
Thanks
Jitendra
Jitendra, follow the article
https://support.zendesk.com/hc/en-us/articles/203664196-Insights-recipe-How-many-interactions-do-my-agents-have-via-tickets-
Is there a way to track private comments in Zendesk Explore?
Hey Todd,
Have you had a chance to review the following Explore recipe? Explore recipe: How your agents interact with customers and each other
I believe that should get you the results you're looking for.
Let me know!
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