Calculcate automations when posts are made via API

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5 Comments

  • Dan Cooper
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    Hi Christopher, 

    There is a detailed report overview covering the concept of a Solved Assist that might help you out in getting started.  Instead of looking at the Assignee, swapping to the Updater can help you understand contribution instead of just who owned the ticket. 

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  • Christopher Rehn
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    Thank you Daniel, that is very helpful!

     

    Using that, I have created a report that looks like this:

    SELECT IFNULL(COUNT(Ticket Id, Ticket Updates), 0) WHERE Ticket Status IN(Solved, Closed) AND Updater Role IN (Agent, Admin) AND Public Comment = true AND Updater IN (Agent - Fyndiq (592923803), Agent - Fyndiq Handlarsupport (1665942543), Agent - Fyndiq Handlarsupport (2139654666), Agent - Fyndiq Support (automations) (1323152606))

    Am I correct in assuming that this metric will return the total number of public comments made by any of the named agents for any ticket that is now in status solved or closed?

    If so, I will then create an identical report showing me all the tickets solved by updaters other than the ones provided. I could then put those two metrics together in a pie chart to get the percentage of public comments made by the users I consider automated. Is this correct?

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  • Christopher Rehn
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    Hmm, it seems the above does not work. Even in situations where there are multiple replies, it will only count one. 

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  • Amy Dee
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    Hi Christopher! The issue there is the COUNT part. You're counting Ticket Id values in the Ticket Updates dataset. That means it will count each ticket once (per report slice), regardless of how many matching updates there are.

    If you need to count individual comment updates, just remove Ticket Id from the count - COUNT(Ticket Updates). You can see similar construction in the default # Total Comments metric.

    I hope this helps! Happy reporting!

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  • Christopher Rehn
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    Hi Amy! This seems to have done the trick, I am very thankful! :)

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