This recipe provides a simple method for digging into your agent activity using the Updater attribute. Explore 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.
It replaces this Insights recipe.
What you'll need
Skill level: Easy
Time Required: 20 minutes
Zendesk Explore Professional
Editor or Admin permissions (see Adding users to Explore)
Ticket event data in Zendesk Support
How to create the report in Explore
- In Explore, click the query icon ( ).
- In the Queries Library, click New Query.
- On the Select a Dataset page, select a dataset containing the ticket data you'll need to build the query; in this case Support: Ticket updates
Query Builder opens.
- Next, add your metrics, the things you want to measure; in this case, the number of comments made. In the Metrics panel, click Add.
- From the Comments section, add Public Comments and Internal Comments, and click Apply.
- In the Filters section, click Add
- From the Updater section, add the Updater Role, then click Apply.
- In the Filters panel, click Updater Role to see the available results, and select the results Agent and Admin (if relevant). This will limit the results to comments by your team members.
- In the Filters panel, add Update > Update - Year. Once added, click it, then click Edit Date Ranges
- Choose the period for which you wish to see results, for example, This month.
- In the Columns panel, add Updater Name and then click Apply.
- From the Visualizations selector, choose the Bar visualization.
- To sort your chart, add another metric using the ‘datatip’ button in the metrics section. Choose Comments and then click Apply.
- Then, from the result manipulation menu, go to the Sort section, and apply an advanced sort using the following parameters:
- To stack your chart, go to the chart configuration menu, Chart section, and configure the following parameters: