see all tickets an agent has ever worked on - even if they reassigned

8 Comentarios

  • Graeme Carmichael
    Community Moderator

    Molly

    To see all the tickets touched by an Agent, use the Ticket Updates folder when setting the HOW section of the report. Here, the agent is the "Updater".

    For example, you can say:

    WHAT:

    # Group Reassignments

    # Ticket Updates

    HOW:

    Updater

    TIcket ID

    FILTER:

    Updater Role is: Agent, Admin

    Updater is: MyAgent

    So that can give you:

    Hopefully that can get you started.

     

     

     

     

     

     

     

     

    0
  • molly

    thanks! this is very helpful. is there a way to get a Rollup number at the bottom of the ticket column? 

     

     

    0
  • Graeme Carmichael
    Community Moderator

    Molly

    Yes, right click on the column header and a context menu will appear allowing you to sum the column or count the records.

    0
  • Ronald Devine

    This does not seem to work right at all if your place this report on a dashboard and try to add a Date Filter. So to just display certain dates such as a week at a time.

    I cant seen to find any date filter that works properly with Updater or ticket updates.  Not sure which one. 

    Any help be appreciated.  I dont want to limit the  date in the Filter section of the report itself.

     

    0
  • Zainab Ali

    Hi,

     

    Is there a way that would allow me to do reporting per agent as in agent customised reporting. I am wanting to check the tickets assigned to a particular agent and he status of those tickets.

    0
  • Brett Bowser
    Zendesk Community Team

    Hey Zainab,

    We have a number of agent related recipes that I'd encourage you to look at here: Insights Recipes Reference

    I hope this points you in the right direction!

    0
  • Rachel O Byrne

    Hi, would this report show if an agent has deleted any tickets also? Even if they went on to be permanently deleted?

    0
  • Erika Camille Sundian
    Zendesk Community Team

    Hey Rachel,

    I don't think so. But in Insights, you could create a report to pull tickets that were soft-deleted by filtering on the Ticket Status = Deleted

    In essence, both of Insights and Explore tools provide very limited information for deleted tickets.

    According to Deleting tickets,

    • Insights: Deleted tickets are excluded from Insights reports
    • Explore: Deleted tickets are excluded from Explore reports by default

    At the moment there isn't any way to get information about deleted tickets because this allows for privacy protection laws to come in place and have this data unavailable and not stored in our servers.

    I would like to refer to this post from our community for additional information.

    Hope this helps and leads you in the right direction! :)

    0

Iniciar sesión para dejar un comentario.

Tecnología de Zendesk