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Latest update by # of days report

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Sara Pearson

已于 2023年8月23日 发布

We need a report that will tell us the last update provided by the assignee of the ticket.  Ideally a bar graph that we can group together e.g. 1-5 days since last update by assignee. I dont see any way to report on this right now in Explore.

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    Elaine

    Zendesk Customer Care

    Hi Sara,
     
    This information is accessible within Zendesk's pre-configured dashboard, specifically located under the "Agent Updates" tab. This section provides insights into comments and updates made to tickets by your agents. You have the option to filter these reports by various criteria, including date, agent, brand, channel, form, group, and requester organization.
     
    Under the "Agent Updates" tab, you can filter the reports by time, agent, brand, channel, form, group, and requester organization. Notably, the time filter is based on the update date.
     
    Within this tab, you will find key performance indicators (KPIs) presented as headline metrics, including:
     
    • Public comments: Reflects the total count of tickets that include public comments from an agent.
    • Internal comments: Indicates the total number of tickets containing internal comments from an agent.
    • Tickets commented: Denotes the total number of tickets with comments from an agent, whether they are public or internal.
    • Tickets solved: Represents the count of tickets marked as solved by an agent.
    • Tickets created: Displays the number of tickets created by an agent.

      I hope that helps!

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