Find out status of ticket at the moment public comment was posted
Hi.
I was wondering if there is a recipe for an Explore report that shows what was the ticket status at the moment the agent posted a public comment (New, Open, On-hold etc.). Example: for 15th December, agent X replied to 12 tickets that were New and 23 that were Open.
Thank you.
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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 NameOptionally, you could add a Update - Date filter to only look for tickets that were updated on a specific date.
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