Explore recipe: Agent interactions on tickets

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9 Comments

  • Thomas D'Hoe
    Comment actions Permalink

    Hi, 

    Thanks for this one.

    How can I filter this report so that I only see the updates from a specific agent group?

    When I filter on Agent Group I still see agent names that not belong to that specific agent group.

     

    Thanks for the help.

     

    Thomas

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  • Andy Killingsworth
    Comment actions Permalink

    Hey, Thomas. 

    Thanks for posting this issue, I'd like to help! To start, I'm not seeing your Ticket Group filter in that screenshot. If that filter was active, I'd expect to see it next to the Updater role filter, above the query display. 

    I tested this kind of filter and was able to make it work within my test account. 

    Here's my copy of this query pre-filter:

    And here it is with the filter applied:

    This filtering also works with the Update ticket group, if you want to filter by the group to which the ticket was assigned at the time of an update.

    Please make sure your filter is appropriately added and let us know if the issue persists!

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  • Mistyamber Reynolds
    Comment actions Permalink

    I only want to see ONE agent's comments on tickets by ticket ID.  Whenever I attempt to get this granular, it gives me the TOTAL comments (including the comments by other agents on the same ticket).  I really need to see the single agent's comments.  Is this possible?   Filtering by Updater name and Ticket ID does not help.

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  • Brett - Community Manager
    Comment actions Permalink

    Hey Mistyamber,

    I'm going to bring this into a ticket so our Customer Advocacy team can take a look at this report you've set up.

    If you're filtering by updater and ticket ID I would expect only comments by that particular updater to show up.

    You'll receive an email shortly stating your ticket has been created.

    Cheers!

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  • Danny Koss
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    I'm looking for a way to track which agents change the group assignment of a ticket. 

    In some cases, an agent in group A may assign an unassigned ticket to group B. In others, an agent in group A assigned to a ticket may assign that ticket to group B.

    Is there a way to track ticket group reassignment by agents?

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  • Brett - Community Manager
    Comment actions Permalink

    Hey Danny,

    There are a couple of Explore assignment recipes that may help point you in the right direction:

    I hope this helps!

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  • Karolina
    Comment actions Permalink

    Hey 

    How can I modify this so it gives me the number of comments from a specific time frame e.g. last 24 hours or last 7 days? 

    Thanks 

     

     

     

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  • Karolina
    Comment actions Permalink

    Referring to the above question - I have now amended the data range. 

     

    If I set this as yesterday, and save it, will the dashboard visual always show me the day before? 

     

    Sorry if it seems obvious. Very new to Zendesk

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  • Devan - Community Manager
    Comment actions Permalink

    Hello Karolina,

    Welcome to the Zendesk Community forum! No apologies needed because we are glad you are here and love questions from the Community! To answer your question, 100% yes, if you set this range to yesterday, the dashboard visual will always show you the day before. Let us know if there is anything else we can help with and have a wonderful day!

    Best regards. 


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