Find out status of ticket at the moment public comment was posted

1 コメント

  • Chandra Robrock
    Community Moderator

    Hi Daniela! I took a look on my end and it doesn't look like there is a way to identify what the ticket status was just before the agent made the public comment. However, you could definitely report on what the ticket status was when they made the actual update.

    For instance, if the agent moved the ticket from Open to Pending when they added the public comment, this query would return an update ticket status of Pending.

    If that query sounds helpful for your use case, here's the recipe:

    Dataset > Support: Ticket Updates

    Metrics > D_COUNT (Public Comments)
    Columns > Update Ticket Status
    Rows > Updater Name

    Optionally, you could add a Update - Date filter to only look for tickets that were updated on a specific date. 



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