Explore recipe: Tickets with public agent comments

What's my plan?

Suite

Professional, Enterprise, or Enterprise Plus

Support with

Explore Professional or Enterprise

In this Explore recipe, you'll learn to create a report that shows all tickets with public agent comments. You can use this report to identify tickets where your agents have replied to customers.

In the event you accidentally disabled the Notify requester and CCs of comment update trigger, this report can help you identify tickets during the timeframe that the trigger was disabled.

This article contains the following topics:

• What you'll need
• Creating the report

What you'll need

Skill level: Beginner

Time required: 5 minutes

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

Creating your report

1. In Explore, click the Reports ( ) icon.
2. In the report library, click New report.
3. On the Select a dataset page, click Support > Updates History - Tickets, then click Start report. The report builder opens.
4. In the Metrics panel, click Add.
5. From the list of metrics, select Tickets > Tickets updated w/public comment, then click Apply.
6. In the Rows panel, select the Ticket > Ticket ID attribute, then click Apply.
7. In the Filters panel, select the Updater - Updater Role filter, then click Apply.
8. Click the filter again and select the roles you want to report on.
9. Add the Time - Ticket Update Date filter to choose a period of time, such as a week or month. This prevents the query from timing out while you're building it.
10. Click the Visualization type menu (), then select Table. 
11. (Optional) Add a metric filter to display tickets with at least one update with a public comment.