Kelsey Davis

Our Agents work on tickets from all channels over the course of a shift, so not being able to report on Replies & Solves for all tickets Agents manage in the same report is really crippling for our reporting (as is not having update-oriented metrics & attributes -- Assignee-based reporting completely erases record of an Agent's work if the ticket is passed to another Agent when they turn over shifts, which happens very frequently)

Without this info in one dataset, we can't report on Agent output performance in Explore & we can't pull it to our database to do so either at this point. Will Messaging Solves & Replies be available in the Ticket + Updates History datasets? Some components of those tickets are available to report on in the Ticket dataset, but not two of the most core metrics for reporting on Agent output performance.

Trying to implement this Zap & got the error:

"Failed to create a run python in Code by Zapier. Your code had an error! Traceback (most recent call last): File "", line 26, in the_function KeyError: 'view_count' "

I tried the proposed workaround mentioned here & keep getting the error. Has the View Count code documentation changed? Not sure how to best troubleshoot here. Reached out to Zapier and they're not able to help review the code.