Explore recipe: Counting agent comment updates

What's my plan?

In this recipe, you'll learn how to create a report to show the number of comments your agents have made on tickets each day.

What you'll need

Skill level: Easy

Time Required: 10 minutes

• Zendesk Explore Professional or Enterprise
• Editor or Admin permissions (see Adding users to Explore)
• Ticket data in Zendesk Support

How to create the report in Explore

Use the following steps to create this report in Explore.

1. In Zendesk Explore, click the reports ( ) icon.
2. In the Reports library, click New report.
3. On the Select a dataset page, click Support > Support - Updates history, then click Start report.
   
4. In the Metrics panel, click Add.
5. From the list of metrics, choose Comments > Agent comments, then click Apply.
6. In the Columns panel, click Add.
7. From the list of attributes, choose Time - Ticket update > Update - Date.
8. In the Rows panel, click Add.
9. From the list of attributes, choose Updater > Updater name, then click Apply.
10. Click the Update - Date attribute from the columns to filter it to your preferred dates.
11. By default, Explore chooses a column chart to best display the data. To change this, click the Visualization type () icon and choose Table.
12. You'll see something resembling the following table:
13. By default, Explore lists all users in your account. Now, you'll add a filter to show only the names of agents. In the Filters section, click Add.
14. From the list of attributes, choose Updater > Updater role, then click Apply.
15. Click the Updater role filter, select Admin and Agent from the list, then click Apply.
16. The report was, by default named New report. Click the New report text and replace it with a title of your own.
17. Finally, click Save.