Explore recipe: Agent interactions on tickets

What's my plan?

In this recipe, you'll learn how to create a report to show the number of interactions your agents are having on tickets, both with end-users and with each other. The report counts the number of private and public comments made by agents.

What you'll need

Skill level: Easy

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

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. The report builder opens.
   
4. In the Metrics panel, click Add.
5. From the list of metrics, choose Comments > Public comments and Comments > Internal comments, then click Apply.
6. In the Columns panel, click Add.
7. From the list of attributes, choose Updater > Updater name, then click Apply.
8. In the Filters panel, click Add. 
9. From the list of attributes, choose Updater > Updater role, then click Apply.
10. Click the Updater role filter you just added and then, on the Selected tab, tick Admin and Agent.
    
11. When you are finished, click Apply.
12. From the Visualization type ( ) menu. choose Column. 
13. In the Chart configuration () menu, click Chart
14. On the Chart page, enable Stacked and Stacked: Show total values.
    
    
15. In the Chart configuration menu () click Displayed values.
16. On the Displayed values page, set Show value to Show, and set Position to Inside. 
    

The report is complete. See the screenshot below for an example.

Next steps

You might want to edit the colors of the columns so that the displayed values are easier to read. To change them, click Chart configuration (), then Colors. 

For more information about customizing the appearance of the report, check out Customizing reports.