In Insights, agent and end-user information is stored in a few different places. Sometimes you will need to use different attributes to pull information. For more information on attributes in Insights, see Insights object reference .
This article covers the following attributes:
Dataset: Ticket Updates
This is the user who submitted a particular update. If you're looking at the number of comments, this is the user who added each comment. Updater can be either the agent or end-user. This field can be filtered by Updater Role.
For example, this time tracking recipe uses Updater to look at agent productivity because each agent who handles the ticket will log different times. Using Ticket Assignee would attribute all time to the last assignee.
When looking at tickets, this is the ticket requester. It's helpful for seeing how many tickets are requested internally by agents or for seeing trends in requester ticket volume. If you create a ticket on behalf of a customer, the User will be the person you created the ticket for. This usually isn't the best option to track agent activity because it only shows requested tickets.
This is the user/entity that created the ticket. This is not always the same as the requester. If you submit a ticket for the customer, you are the Submitter while the customer is the requester/user. This attribute can be helpful for finding tickets created on another user's behalf. If an agent were to submit an internal ticket for themselves, then Submitter and User would be the same. A Submitter can be an agent or end-user.
For example, this metric would find internal tickets submitted by agents for themselves.
This is the current assignee on the ticket. This is always an agent. It doesn't consider previous assignees on a ticket. It can also be misleading if agents routinely post updates when they are not the assignee.
Ticket Assignee (Historic)
Dataset: System Field History
Ticket Assignee (Historic) can look at previous assignees on a ticket. Ticket Assignee (Historic) is in a different dataset than Ticket Assignee. Use this in combination with Date (Event) to see who had the ticket when.