Explore recipe: Finding the agent who made the first public reply

What's my plan?

In this Explore recipe, you'll learn how to use the Updates history dataset to find the first agent who performed a public comment on a ticket.

What you'll need

Skill level: Average

Time required: 15 minutes

• Zendesk Explore Professional or Enterprise
• Editor or Admin permissions (see Giving agents access to Explore)
• Ticket data in Zendesk Support

Creating the report

This report returns the agent who performed the first public reply for each ticket in your instance.

To create the report

1. In 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 Calculations menu (), click Standard calculated attribute.
5. On the Standard calculated attribute page, give your attribute a name like "First public reply agent".
6. In the Formula field, enter or paste the following formula:

   IF ([Comment present]=TRUE
   AND [Comment public]=TRUE
   AND DATE_FIRST_FIX([Update - Timestamp],[Update ticket ID],[Comment present],[Comment public])=[Update - Timestamp])
   THEN [Updater name] ENDIF

7. When you are finished, click Save.
8. In the Metrics panel, click Add.
9. From the list of metrics, choose Tickets > Tickets updated w/public comment, then click Apply.
10. In the Rows panel, click Add.
11. From the list of attributes, choose Tickets > Ticket ID and Calculated attributes > First public reply agent, then click Apply.
12. In the Filters panel, add the Updater role attribute and configure this to show Agents and Admins.
13. In the Filters panel, add the First public reply agent attribute and configure this to exclude NULL.
14. The report will match the following:
    
    

Optionally, you can add a date filter such as Ticket created - Date to narrow the date range being reported.