Historical agent activity by Ticket ID Follow

Overview

Most Insights attributes are related to the current status of a ticket. Sometimes you want to report on agent activity that occurred in the past, such as what tickets agent Sally reassigned to agent Sam. This is when the Updater attribute can come in handy.

Conditions

This example report will show you the number of ticket updates that a specific agent made to tickets, sliced by Ticket ID.

Procedure

Insights report should be constructed as follows:
What:

  • # Ticket Updates 

How:

  • Ticket ID 
  • Updater, filtered to agent of interest
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