Explore recipe: Counting agent comment updates

In this recipe, you'll learn how to create a query 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 query ( ) icon.
2. In the Queries library, click New query.
3. On the Choose a dataset page, click Support > Ticket updates > Support: Ticket Updates, then click New query.
   
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 query was, by default named New query. Click the New query text and replace it with a title of your own.
17. Finally, click Save.