Bryan conquilla

Hello, is it possible to create a formula to obtain internal notes/comments from the update history dataset? I only want a specific phrase so that I may exclude it from my dashboard?

example:
IF ([Comment present] = TRUE AND CONTAINS([Comment present],"rmc"))
THEN [Update ID]
ENDIF

thank you in advance

Hi I hope all is well. I would like to ask is there way or formula where I can exclude the ticket that has been created by the chatbot, and count the number of tickets generated only  by the agents ?  

that's cool Dane, thank you.

I tried to use this 

and here's the result 

Appreciate it Dane, any thoughts if I use this calculation ? Do you think I will get the exact timestamp ?

is there a way where we could compute from the first update - timestamp until on the last update - timestamp ? same ticket id ? if yes can you help me to create a attributes on this ? or formula ? 

Appreciate you Gab, one last thing, is there a way that we can calculate the Laytime or the waiting time of the ticket ? or the Number of minutes a ticket spends from Ticket created until the ticket status change ? 

Hi is the update - timestamp for reopen is available here in zendesk ? If none can you can anyone help me how to calculate the timestamp between the first ticket assigned to reopens the ticket ?