Date and Time of Most Recent Comment from End-User and Agent

4 コメント

  • Hillary Latham
    Community Moderator

    Yeah, you'd need to know that the comment you are looking at is the last one of that type for this ticket.  I'm not sure how to do that.  If you could make it a metric in someway instead (maybe time since now) and use the result manipulation to show the lowest value to get the latest comment?   Then you could still use your attribute column to show the date/time.

    0
  • Ayal Kellman

    Travis - did you ever figure this out?

    0
  • Travis Tubbs

    With the introduction of the new DATE_FIRST, DATE_LAST, and related functions, I want to revive this post as I didn't get anywhere the last time I had posted about this.

    The attribute I'm trying to pull is the timestamp of the most recent public comment by an agent.

    I've looked through the community and have found what I thought would be possible answers but I keep running into a dead end.

    I tried the following formula to get the timestamp:

    IF (
    [Comment present] = TRUE AND
    [Comment public] = TRUE AND
    [Updater role] != "End-user" AND
    DATE_LAST_FIX([Update - Timestamp], [Comment present], [Comment public], [Updater role]) = [Update - Timestamp]
    )
    THEN
    [Update - Timestamp]
    ENDIF

    I then laid out my query as follows:

    Metrics
    D_COUNT(Updates)

    Rows
    Ticket ID
    Agent last public comment - Timestamp (custom attribute created above)

    Filters
    Update - Date is Yesterday
    Ticket type excludes Problems

    This results in a large number of NULL results for the custom attribute I created. (Only 2 of the 1012 results displayed a timestamp.)

    I'm still not quite understanding how to get the timestamp of the most recent public comment from an agent.

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  • Erin O'Callaghan
    Zendesk Documentation Team

    Hi Travis Tubbs, I think all you need to do is update your formula above to include [Ticket ID] within the DATE_LAST_FIX function. Then your attribute will return the latest comment from an agent on each ticket, instead of the latest comment from each agent on any ticket. Hope that helps!

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