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Adding WHO updated the ticket to view or report?

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ExhaustedTech74

Publicado 15 de ago. de 2023

My apologies as I'm new to Zendesk and cannot figure this out but it's such a basic thing, I imagine it's there somewhere and I just can't find it.

How do I add WHO last commented/updated the ticket, the actual name of the person, in either a view or in a report? Everything I seem to find is based on time (Time of latest update) or assignee. 

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    Jahn

    Zendesk LuminaryCommunity Moderator

    Hi ExhaustedTech74, you can check in Explore using the attached Dataset.
    Support - Updates History
    Under Metric you can select "Update"
    Under Attributes you can select "Updater Name"

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    ExhaustedTech74

    If I do it there, how do I list unsolved tickets? I don't see that option.

    I just need a list of unsolved tickets for a particular group of people, that show the last person who commented on the ticket. It seems I can only do one or the other since the metrics are different between the Support-Tickets and Support-Updates History?

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    ExhaustedTech74

    Disregard, I see another way to get what I need. Thank you!

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    Jahn

    Zendesk LuminaryCommunity Moderator

    ExhaustedTech74 what I can recommend instead of the report is Views. It won't show who specifically update the ticket but it will show who updated (agent/end user) and last update by the ticket assignee.

    Status>less than>solved
    Group>is>(depending on your group)
    Assignee>is not>blank

    You can use the formatting option below:

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