KROB

I just wanted to post another update here. We're still having problems with this. The ticket updates history dataset doesn't tell us the number of messages sent or tickets actually worked, so if an agent does anything, such as triage the ticket, it is essentially giving them credit like they worked it. This does not work for our metrics and how we calculate productivity. We need to know how many tickets they actually sent messages on to track productivity. This isn't available in the messaging dataset either, since that's based on current assignee, which may not be the agent who messaged the customer on that ticket, or multiple agents may have messaged the customer over a span of multiple days. We want to make sure the proper agents are getting credit on their productivity metrics.

We either need to have a metric in messaging that tells us how many tickets an agent sent messages on, or something in ticket updates dataset that can tell us that information. We have a metric that tells us how many public comments they did as a D count, this is what I'm asking for on messaging tickets. I'm sure other Zendesk customers would find this helpful.

We do not like that this update overrides our account settings. We want our default to be internal note. When we have a messaging ticket come in where the customer emails later, it's automatically on email instead of internal note. This can lead to things being sent to the customer inadvertently and can cause a poor customer experience. We also would prefer for all messaging tickets to remain as messaging because of how our performance reporting is based. 

If an account is set for the default comment type to be internal note, it should not automatically switch like this. 

Yes, we are using the Ticket Updates history dataset for now, but it would be more helpful to have all of the details we want on a single, accurate, report. Right now we can't trust that the data is correct in the messaging dataset, so it's not useful for us.

The messaging dataset has an attribute for assignee, but this does not get us the correct data we need if the ticket is reassigned to another agent or group. We use this info to calculate productivity, so this means the credit is going to the wrong agent if the ticket has to be reassigned to another agent or group to be worked. We can use some of the stats in the tickets dataset to get some of what we need, but we also need to see more specific data related to messages sent, like average assignment time, resolution time, and reply time. We cannot accurately report on this data for each agent without having an attribute that ensures the report is basing it on the updater and not the assignee. It should be more similar to the chat dataset, which did allow us to pull this data for the correct agent based on the agent who was serving the customer.

How do I create a report to count the total number of public replies an agent sent? It seems like this is based on a D Count metric instead of a total number.  I've followed your recipe this way but it's not giving the correct data: