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Paul Shaaf

Incorporación 09 nov 2021

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Última actividad 10 nov 2021

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Brandon (729 Test) no worries. Let me know if easier to take this discussion offline.

Ver comentario · Publicado 10 nov 2021 · Paul Shaaf

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Hi Brandon (729 Test), if you refer back to my comment, you will see that I in fact am including the Updater name attribute and still experiencing the same problem.

Please let me know if you are still having any trouble at all understanding Dan Chikanov and I's issue. Thanks.

Ver comentario · Publicado 10 nov 2021 · Paul Shaaf

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Hi Brandon (729 Test), thanks but not sure this addresses the issue. I still see an Agent's name on tickets they've commented on outside of the date I am filtering for. 

For example, I'd like to view how many tickets Angie the Agent has commented on today. I filter for Update Date - Today and select Agent comments as the metric with Updater name in the Rows section. But I still see a ticket (using Ticket ID) that may have been UPDATED today (via someone else's comment or an automated action) but the "Agent comment" is from 2 weeks before. Angie the Agent's comment still counts as a metric for today. 

I just want to see how many times my agents have commented on tickets TODAY. Let me know if that makes sense and thanks for your help, Brandon (729 Test)

Ver comentario · Publicado 10 nov 2021 · Paul Shaaf

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Having exact same problem as Daniel Chikanov

Need to isolate agent updates vs ticket updates. zendesk - please advise  

Ver comentario · Publicado 09 nov 2021 · Paul Shaaf

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