# Tickets split up by # of public comments.

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8 コメント

  • Amy Dee
    コメントアクション Permalink

    Hi Reagan! There are a couple ways you can approach this.

    If you're more interested in the number of tickets with a certain number of comments, you could make metrics like this:

    • SELECT # Tickets WHERE (SELECT # Public Comments BY Ticket Id)>=3

    This would count the number of tickets that have 3 or more public comments. 

    If you're interested in the average number of public comments per ticket, you could make one metric like this:

    • SELECT AVG(SELECT # Public Comments BY Ticket Id)

    This finds the number of public comments on each ticket, then takes the average of those values.

    Whichever approach you choose, you can use Ticket Satisfaction Score under HOW or FILTER to sort your results by the satisfaction rating.

    Side note - the default # Public Comments metric counts all comments. If you're only interested in agent comments, you could use the default # Replies and # Replies [Avg] metrics instead, which count all public agent comments after ticket creation.

    I hope this helps! Happy reporting!

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  • Reagan Helms
    コメントアクション Permalink

    Thanks Amy! That does help.

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  • Megan Lee
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    Amy, I'm curious how you separate out # replies by date? As in, number of replies sent per day. I'm not sure what the proper "how" would be in this case.

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  • Amy Dee
    コメントアクション Permalink

    Hi Megan! The # Replies metric just captures the number of public agent comments (after ticket creation). It does not include any detail about who made the comments or when.

    If you want to see comments by date, use the # Public Comments metric instead. That captures the update around each comment. It includes end-users by default, so you'd also need to add a report filter for Updater Role is AgentAdmin

    Once you're reporting on agent/admin public comments, you can use Updater and Date (Event) to see the commenter and date.

    I hope this helps! Happy reporting!

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  • Oliver Jackson
    コメントアクション Permalink

    Where in Zendesk do I put in the following?

    • SELECT # Tickets WHERE (SELECT # Public Comments BY Ticket Id)>=3

    I can't find a field where I can type this in. Any help?

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  • Graeme Carmichael
    コメントアクション Permalink

    Oliver

    You need to be on the Professional or Enterprise plans to give you access to custom reports.

    Go to Reporting>Insights>GoodData to access the report writer.

    For help on building custom reports, see this article.

     

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  • Jon Coon
    コメントアクション Permalink

    Trying to figure out how to get the distribution of replies where replies are >=1. For example, the # tickets where the # replies are 1,2,3,6,10 etc.

    How would I do this?

     

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  • Brandon Tidd
    コメントアクション Permalink

    Hey Jon Coon,

    Happy to help here.  

    WHAT: # Replies

    HOW: Ticket ID

    Export the data to a CSV and then run a pivot table to get the data you're looking for.

    For the Pivot Table: # Of Replies (Rows).  Count Of Ticket ID (Value)

    Should look something like this in the end:

     

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