It has come to my attention whilst building reports that the " agent comments" default metric is incorrect and flawed.
Code in the default metric:
IF ([Comment present] = TRUE AND [Updater role] != "End-user")
THEN [Update ID]
Upon using this metric and reviewing my reports this morning it was telling me agents had updated tickets yesterday (Sunday) when no agents are working. Upon using decompose and checking some of these tickets it appears this metric is counting tickets when the system has updated the ticket. In the examples checked it was automations setting the ticket to "solved".
It must appear that there must a role for the system other than "agent" or "end-user".
Please can Zendesk shed some light on this ASAP.
Iniciar sesión para dejar un comentario.