I have a trigger that sends the requester of a ticket an email with certain ticket details when solved, including the last public comment (which should include resolution info or other related details). Our agents frequently work with users outside of Zendesk and then do not leave notes before solving a ticket. Unfortunately there does not seem to be a way to require a public comment by an agent before a ticket can be marked as solved, so end-users are seeing a blank field in their email notification when an agent doesn't leave a comment. I would like to monitor the number of tickets that are solved without comments per week and work to get it down to 0 tickets closed without public comments.
Is there a metric I can use to show this info? I've tried making a custom metric using the "comment present" and "public comment" attributes but the report is showing incorrect data. I am probably misunderstanding what these metrics show. Can someone help me understand and advise on how to make this report? Thank you!
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