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
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
- In Explore, click the Reports (
) icon. - In the report library, click New report.
- On the Select a dataset page, click Support > Updates History - Tickets, then click Start report. The report builder opens.
- In the Metrics panel, click Add.
- From the list of metrics, select Tickets > Tickets updated w/public comment, then click Apply.
- In the Rows panel, select the Ticket > Ticket ID attribute, then click Apply.
- In the Filters panel, select the Updater - Updater Role filter, then click Apply.
- Click the filter again and select the roles you want to report on.
- 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.
- Click the Visualization type menu (
), then select Table. - (Optional) Add a metric filter to display tickets with at least one update with a public comment.