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Number of customer replies

Answered
Jo Herbert

HI All

I am trying to log how many customer replies are put in per ticket.

I found the agent replies but cannot find a way to log the customer replies. 

Any idea how I do this? 

TIA 

 

Jo

4 Comments

  • Hillary Latham
    Community Moderator

    Are you using a ticket status of pending while waiting for a customer to reply?  If so, then you could report based on status changes.

    If not, you could also report on user role changes - the user role values are Admin, Agent, and end-user.  That attribute or filter could get you what you need.

    0
  • Jahn Jerenz Bronilla

    Hi Jo Herbert - you can follow the below to get the desire report.

    1. Use Support Product then Ticket Update dataset2. You can either choose "Updates" or "Comments" metric.

    You can use the Public comments to get the count of customer replies.

    Hope this helps.

    Jerenz

    0
  • Brett Bowser
    Zendesk Community Manager

    Thanks for taking the time to share this Jahn :)

    0
  • Jo Herbert

    Ahhhhhh ! Thanks 

    I was trying to do EVERYTHING under tickets not updates. 

    Now it makes sense

    Thank you 

    0

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