Explore - Reporting on 'Latest Update by Assignee'

4 Comentários

  • Hillary Latham
    Community Moderator

    I'm not sure if you could get to this information in the Ticket dataset.  Maybe try this metric?  

     

    I'm not sure you could get to who did the last update in the Ticket dataset (user, agent, or assignee), but you should be able to get to that information in the Ticket updates dataset.  You could create a similar metric to the above metric using the DATE_DIFF function and add some further conditions that the updater = assignee.   If tickets have multiple updates, you'll have to further filter down by assignee or role or MIN the metric you create to get the latest time.

    Here's a quick query I threw together with what I'm thinking.

    0
  • John Tieu

    +1 

    We used this in GoodData to monitor and stay on top of aged tickets. I'm surprised this doesn't exist in Explore. The last update attribute doesn't work for us because it gets updated with automation / integration updates.

    1
  • Devan - Community Manager
    Zendesk Community Team

    Hello John, 

    I understand this limitation is not ideal. I've reached out to our product team and shared your feedback with them. IN the interim, I would still recommend sharing your use case in our Explore Feedback topic. This is the best way to get your issue in front of the eyes of our developers for future updates. 

    Best regards. 

    0
  • Bill Cicchetti

    Devan - Community Manager ,

    Just to confirm.  Currently there is no way to report on the last update by the assignee of the ticket?

    0

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