Explore reporting by person who actioned and not asignee. | The place for Zendesk users to come together and share
Skip to main content
J
Jack11
April 14, 2022
Question

Explore reporting by person who actioned and not asignee.

  • April 14, 2022
  • 2 replies
  • 36 views

Good Afternoon everyone. 

I hope someone can assist. 

I am trying to generate an Explore report that shows me the time that it shows me how long it took the person with the most recent action on the ticket to complete the action. But not based on Assignee.

An example. Dave sent a reply to a customer on a ticket assigned to Barry. I would like to know see how long it took for Dave to send his reply to this ticket. 

I have been able to find reports based on Assignee but not based on the person who actioned the ticket. 

Thank you in advance of any help given. 

    2 replies

    Kyle43
    Kyle43
    April 15, 2022

    Hi Jack,

     

    I would have to look into see if this is possible as well.

    However, there is an app that does this. https://www.zendesk.com/marketplace/apps/support/35111/time-tracking/. It tracks how long someone was on a ticket and hit "submit". If they just opened the ticket and then closed it, it doesn't track that. It only tracks how long actually agents were on a case and not light agents.

     

    Best Regards,

    Kyle

    G
    Gab12Employee
    Employee
    May 6, 2022
    Hi Jack,
     
    Kyle's right. You can try using the Time Tracking app and build your reports around the metrics discussed here - Time Tracking app: metrics you need to be measuring. If you use slice your data by Updater name (under the Updates history dataset), then you'll see the time recorded by app attributed to the user who made the update. You can use the attribute Updater name in your reports to see
    Terms & ConditionsAccessibility statement