Stale ticket report with last comment

12 Commentaires

  • Jessie Schutz
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    Hi Kari!

    I've gone ahead and moved this post over to the Insights forum to make sure our Insights Product Champions see it. They might be able to help!

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  • Graeme Carmichael
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    Kari

    You should find the fields you are after available in Insights except the last ticket comment. Ticket comments are not sent to Insights.

    If you really need the comment, it may be better to use a View rather than a report. Views are real time and you can skim the latest comment by hovering your mouse over the subject column.

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  • Sylvain Jette
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    Not very practical if you need to provide a large report. I have to copy and paste the last comment to get the info. I get what you say about hovering but i guess the question is not about manually looking at each tickets but pulling the info.

    I'm assuming this can only then be done via API call?

     

    Thanks (Still useful in other ways)

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  • Kari Petty
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    Graeme,

    Sorry for the delayed response. Your option does not offer me a solution that would work for our company.  This should be a simple report to see how old a ticket is and what was last done on it, which can only be seen by looking at the last comment.  I know in a perfect world that the stale tickets should only be a handful and using a view should be simple enough but Sylvian is right that it is not practical to do that. 

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  • Zayne du Bery
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    Zendesk does not have the ability to print a comment on an Insight report

    ARE YOU SERIOUS?

    It seems like you built this massively complicated BI reporting mechanism that cannot even cater for the basics like print a list of tickets with the last comment on it?

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  • Jeff Callahan
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    Is there a field in Insights I can use to return the date of the last Comment?

    I am also trying to output all of may stale tickets.  We recently did a mass update of ticket fields therefore the "Ticket Last Updated" field is not accurate.  

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  • Rebecca
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    Hi Jeff- 

    There is not a means to report on the date the last comment was added with default metrics. As you mention, ticket last update renders any ticket update, not only comment updates. It may be possible to capture this data with a custom metric that filters for the max Date of the last comment update. This would not necessarily be ideal as it would return the date and a number that corresponds to the date however it could accomplish the general goal. 

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  • Jeff Callahan
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    @Rebecca - sorry for the delayed response. 

    What would be the formula to filter for the max Date of the last comment update.

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  • Rebecca
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    Hi Jeff- 

    At this time, we do not have a prebuilt metric that would accomplish this; it may be possible to get close to your goal by building a custom metric.

    The metric would use the events data model and would look for the max date of the event of a ticket updates where a comment was present. Here's information on building custom metrics in the events data set. 

    If you're instead looking to compare this with the days since open you could also look at using the prebuilt Ticket age (open tickets) metric

    When working with date events it will display in days format; here's information on how to change this into date format. 

     

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  • Jeff Callahan
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    In Zendesk I can create a view with "Last update by requester"

    Is this not available in Insights?

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  • James Sanford
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    Hey Jeff!

    While there is not a specific "Last update by requester" option there are two methods you could use to go about this, though only one that I would recommend. 

    Your first option here is to use Updater and filter for the individual ticket requester.  I wouldn't generally recommend this option unless you're looking to build a specific report checking for just this one end-user's updates.

    Your second option would be to use Updater Role and filter for is end-user which will return only updates from your end-users.

    Either of these methods would prevent the discrepancy you're seeing as a result of mass update of ticket fields.

     

     

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  • Satish Mantha
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    It's been a while since this post had been active. But, I have a question related to it, so posting it anyway:

    The option that James recommended works fine in a view (as Updater) but the same in a report may create multiple rows for a given ticket ID. It makes the ticket ID, for example, disappear because of the filter on a role/ user. Is there an attribute available to be added to reports that can show if a light-agent/ agent/ end-user last updated the ticket in the same row as ticket ID? 

    Thanks

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