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  • Yin (qahse-MY)

    Hi there, great article.

    May I know how to get Public Comments per Solved Ticket?

    I've tried the function below but no avail

    IF (D_COUNT(Public comments)= 2 AND [Ticket status] = "solved")
    Then "2 Touches"
    ELIF (D_COUNT(Public comments) > 2 AND VALUE(Public comments) <=4 AND [Ticket status] = "solved")
    Then "3-4 Touches"
    ELIF (D_COUNT(Public comments) > 4 AND [Ticket status] = "solved")
    Then ">4 Touches"

    Thank you

  • Eric Gao
    Zendesk Customer Care

    Hi Yin,

    If you're looking to categorize solved tickets by the number of public agent comments we would recommend using the default attribute "Agent replies brackets" and adding a filter for [Ticket status] = "solved". You could also customize the default brackets (1 reply, 2 replies, etc.) by creating a new attribute as well.

    Warm Regards,

    Eric G. Gao | Technical Support Architect | Zendesk


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