Explore recipe: Agent interactions on tickets

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6 Comments

  • Yuliia Support Team Lead

    Hey,

    I am looking for a way to build a report on tickets, which had only 1 interaction with the customer (1 public comment) and the rest of the cases (>1 public interaction). Is there a way to do it in explore?

    0
  • Brett Bowser
    Zendesk Community Manager

    Hey Yuliia,

    We actually have a recipe for One Touch Tickets that should get you the results you're looking for.

    I hope this helps!

    0
  • Jeff Callahan

    Is there a way to filter where comment contains a specific string?

    1
  • Taylor Bowser
    Zendesk Customer Care

    Hi Jeff, 

    Unfortunately, the contents of ticket comments is not pulled into Explore so you would not be able to filter by a specific string.

    Warm regards, 

    -1
  • Daniel Chikanov

    Hello. Was wondering if someone can help me here asap. 

     

    I am trying to figure out how many Agent Public Comments & End User Public Comments have been made in a single day. When I run a report, unfortunately, it tallies up ALL of the comments a ticket have rather than on the day its actually been commented. For example, If i had a single ticket that was submitted on 4/6 with 2 end user comments and then we responded to them on 4/7 with 2 public agent comments, then on 4/8 we received a comment from the end user. It should tell me that on 4/8 this agent who worked on the ticket have 0 public comments, but on 4/7 they had 2.

     

    My reports are unfortunately not doing this rather they are giving me the TOTAL 

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  • Hillary Latham
    Community Moderator

    @... if you create a query using the Ticket Updates dataset (instead of the tickets dataset) you can filter by comments made by day (use attribute update date instead of create or solved date).

    0

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