Agent Favors
AnsweredI'm looking to see how many tickets within a custom timeframe that an agent updates via a comment for another agent (i.e., agent A updates a ticket assigned to agent B by updating the customer/requester with a comment).
Does anyone have a recipe for this? I'd be interested in seeing a total amount of "favors" as well as a list of the favors (ticket IDs) that the agent has done.
This is only for commenting on tickets not assigned to the agent.
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Hey Zach, you could do this using the Zendesk Updates dataset. I created a metric to get you that the update ticket assignee = the updater, and you could filter out the matches (or reverse the metric). You'd probably also want to either account for the update having a comment (versus updating an assignee or field value) and the updater being a non end-user (i.e. role != end user). You could either do these things in your metric or in your query, depending on what you need.
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