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How to you report on time between comments and time since last public comment?

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Laura Hild

Posted Mar 13, 2024

I am interested in knowing the time between comments and time since last public comment. 

I see that I can report on the count of comments, but I want to know how long it has been between comments, especially for tickets that have been going on for a while. 

For example, Agent A sends a public reply saying they need to do more investigation and changes the ticket status to On Hold. They don't reply for over 1 week. There are few responses back and forth. I would like to see the time between those responses. 

How can I do this?

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    Salim Cheurfi

    Zendesk Customer Care

    Hi Laura,
     
    I think you can create some custom calculated attributes that would show you the reply timestamps for both agents and end-users, you will have to use the update history dataset.
     
    For example : Attribute to get the Timestamp of every agent public comment
     
    IF [Comment public]= TRUE
    AND ([Updater role]="Agent" OR [Updater role]="Admin")
    THEN [Update - Timestamp]
    ENDIF
     
    Then the same but for end-user replies let's call it "End-user replies date"
     
    IF [Comment public]= TRUE
    AND [Updater role]="End-user"
    THEN [Update - Timestamp]
    ENDIF
     
    You will be able to see the timestamp for enduser replies and agent replies for each tickets. 
     
    Then you can calculate the time difference between the agent replies and the last updates (you will need first to create the attribute "Agent public comment date") :
     
    DATE_DIFF([Agent public comment date],[Ticket updated - Timestamp],"nb_of_hours")
     
    it will display the exact time in hours between the last public reply from the agent and the last ticket update.
     
    I hope this helps

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