Explore recipe: Counting agent comment updates

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5 Comments

  • Sprout Social, Inc.

    Hi Mark, is there a difference between using the "Obsolete - Updater Name" and "Updater Name" attributes for a query like this?

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  • Giuseppe
    Zendesk Customer Care

    Hi,

    If an attribute is marked as Obsolete it means that it is an old version of the attribute which could have issues if used. So, it will be best to use the only the new version of the attributes that is not marked as Obsolete. In your example, we recommend using Updater Name instead of Obsolete - Updater Name to avoid any issues. 
     
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  • Sprout Social, Inc.

    Thank you!!

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  • How are side conversations via Slack counted? Are they counted as an agent comment? What about replies to the Slack thread? How are those counted? Or are side conversations not counted towards an agent comment? Are they counted as an internal comment?

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  • Dave Dyson
    Zendesk Community Manager
    Unfortunately, I don't think there's a way to get that level of granularity, buy you can use triggers to count the number of side conversations -- just not the number of comments in side conversations: Can I report on side conversations?
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