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Count tickets that have been updated by an agent

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Estefania Millan

Publicado 20 mar 2024

Is there any metric we can use on Explore to count tickets that have been updated by agents, but NOT closed?

We have a team who is responsible for categorizing tickets and sending to the right teams and need to check how many tickets they've updated within a week.

Main issue would be how to count how many tickets and individual has updated, since they're only filling in fields and they don't show as assignees.

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    Chandra Robrock

    Most Helpful - 2021Community Moderator

    Hey Estefania Millan -

    You should be able to achieve this by building a report in the Updates History dataset. Instead of looking at the Assignee name, you'll instead want to look at the Updater name.

    For the Metric, it sounds like you'll want to look for Tickets Updated since that would include any update, not just updates with a comment.

    Here's an example to help give you an idea:

    Hope that helps!

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