Explore recipe: Count of agent interactions with tickets

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8 Comments

  • David Fox

    Is there a way to show only tickets WITHOUT an update for the past x days? I can make a view that filters by "Hours since assignee update" but I can't figure out how to replicate this in Explore. 

    If I understand correctly, the "ticket updated" attribute counts requester updates as well. I want a way to see tickets that agents aren't making public updates to the requester, even if the requester is still replying in the ticket or internal comments are made.

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  • Gab Guinto
    Zendesk Customer Care
    Hi David,

    You can try building a custom attribute to get the timestamp of the most recent update of an agent on a ticket using the latest date functions (see Working with earliest and latest date functions). Unfortunately, we do not have the resources to assist in building custom metrics or attributes from scratch, but you can check out the sample recipes in that article. When you've created your custom attribute, you can then use the default Update - Date or Update - Timestamp as filter and set advanced ranges to only include in your report updates made within a certain timeframe. 

    Thanks David!
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  • Christopher Stock
    Community Moderator

    Hi David Fox, Gab Guinto,

    I had a go at trying to build something, but fell slightly short. I used the DATE_LAST_FIX function as outlined in the article you linked to Gab. With that I was able to get a timestamp for the last public comment on a ticket. I then created a custom metric to calculate the number of hours since that timestamp:

    DATE_DIFF(now(),[Latest agent comment - timestamp],"nb_of_hours")

    This works, and will allow you to see the number of hours since the last public comment, but I tried combining this with a report filter to include 'Updater Role' is Agent or Admin and what I got was only tickets where the last public comment was made by an agent or an admin. It didn't include tickets where the last comment was made by an end-user.

    I feel like this is achievable, but I haven't been able to get there yet.

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  • Gab Guinto
    Zendesk Customer Care
    Hi Christopher,

    If you are trying to measure the data at the ticket level, then can you try a formula similar to the sample recipe for date_first_fix in that article? Just replace the function with DATE_LAST_FIX and see if you're able to get the figures that you are looking to report on with that. 
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  • Christopher Stock
    Community Moderator

    Thanks Gab, I tried but that just gives me number of hours since the first agent public comment.

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  • Gab Guinto
    Zendesk Customer Care
    Hi Christopher,

    Did you replace DATE_FIRST_FIX with DATE_LAST_FIX? Maybe you can try something similar to this.
    IF ([Comment present]=TRUE 
    AND [Comment public]=TRUE
    AND DATE_LAST_FIX([Update - Timestamp],[Update ticket ID],[Comment present],[Comment public])=[Update - Timestamp])
    THEN [Update - Timestamp] ENDIF
    I tested that on my account and it returns the last public comment on each ticket. When I filter the data by Updater role, it returns the timestamp of the most recent agent reply, even if there's an end user comment after the agent's. 
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  • Christopher Stock
    Community Moderator

    Ah no, I was already using DATE_LAST_FIX and replaced with DATE_FIRST_FIX. The snippet you just shared is exactly the attribute I created. That's good to know though, I wonder why it doesn't work when combined with: 

    DATE_DIFF(now(),[Latest agent comment - timestamp],"nb_of_hours")

    Perhaps having the 'Latest agent comment - timestamp' is enough for David Fox?

     

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  • Gab Guinto
    Zendesk Customer Care
    I'm not sure as well, but maybe the way the results are calculated also depend on how the data is sliced. On my tests, I also created a metric with DATE_DIFF, and the report sliced down to Ticket ID seems to display both the timestamps and the duration correctly.

    Maybe you can try these, too, David. You reach out if you encounter any issues. Thanks!
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