Explore recipe: Counting agent comment updates

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10 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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  • Eli

    Are comments in Messaging tickets counted for this report?

    I have a report that uses the COUNT(Agent comments) property alongside the D_COUNT(Tickets updated w/comment) property to count the number of messages an agent sends and the number of tickets they update by sending a message or making an internal comment.

    However, one agent yesterday had the value of "3" for both metrics. This doesn't seem possible if Messaging ticket comments are included, since he made 3 comments in just one Messaging conversation.

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  • Elaine
    Zendesk Customer Care

    Hi Eli,

    I think it is best if I see the report you currently have where you added these two metrics so I can better understand the issue that you seem to be having from your end. I will create a ticket on your behalf. Kindly wait for an email notification regarding this ticket. Stay safe! :)

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  • vincent solitario


    Hi can you help me w/ this one. I wanted to count the solved tickets in real time view and count the other agents internal comment w/ the same ticket. 
    Thank you

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  • Gab Guinto
    Zendesk Customer Care
    Hi Vincent,

    The closest to a real time report on solved tickets is the widget in the Live dashboard in Enterprise Explore plans (the Solved tickets widget displays tickets that were solved out every 30 minutes). To report on agent internal comments, you will need to create a separate report under Updates history dataset, similar to the recipe discussed above. You can slice the metric Internal comments by Ticket ID and Updater name to see the names of all the agents that added an internal note to each ticket; then filter the report by ticket status to only displayed those that are in solved status. Note though that Explore datasets are updated every hour (sometimes, up to 2), so the data displayed in your Updates history reports aren't in real time.
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  • Marta Lagut

    Hi Mark,
    I hope you can help, please. We have many different teams working on tickets which are being re-assigned from 1 team to another. To measure my team's productivity accurately, I want to set up a report on their "touches" on the ticket. So for example:
    Anna/Ben = Support
    Victor = Retentions
    1. Anna picked up a ticket in the Support queue and sent few replies to the customer, made calls or left internal notes
    2. She then passed the ticket to Victor in the Retentions queue; Victor worked on the ticket and before he solved it in his queue, there were few internal re-assignments back to Support team 
    3. Ben who is also in Anna's team worked on the ticket
    4. Ben then passed it back to Victor who solved the ticket in his queue

    How do I calculate this ticket as Support = 1? 
    I got to the point where I can d_count agent's updates on the ticket to show me 1 even if they made quite a few updates within that ticket, but I can't figure out how to calculate Anna and Ben's updates as 1 = Support.

    Could you please help?

    Thanks,
    Marta

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