Agent replies reporting | The place for Zendesk users to come together and share
Skip to main content
Feedback submitted

Agent replies reporting

Related products:Analytics
  • March 29, 2022
  • 8 replies
  • 25 views
Bharath11

Hello All,
Currently using the below query to get the number of tickets on which public responses were sent by a specific agent. 
IF ([Comment present] = TRUE AND [Updater name] = [Agent Name] AND [Comment public] = TRUE) 
THEN [Update ticket ID]
ENDIF

This works only if the ticket is on the agent's name currently. If the agent escalates the ticket to another queue, or a different agent works on the same ticket, the count disappears for the previous agent. 

Want the number of tickets to stick to the agents name on the report based on the public responses sent irrespective if its current on the same agents name or a different one. 
Please help. 

    8 replies

    Zendesk13
    • Zendesk13
    • Newcomer
    • March 29, 2022

    Hi @bharath11, I'd suggest replacing 'Updater name' with 'Updater role', for example:

    IF ([Comment present] = TRUE 
    AND [Updater role] != "End-user" AND [Updater role] != NULL
    AND [Comment public] = TRUE) 
    THEN [Update ticket ID]
    ENDIF

    Note: we're also including Admins as valid updaters in the query above. If you only want to look at agents, [Updater role] = "Agent" will suffice.

      Bharath11
      • Bharath11
      • Author
      • March 30, 2022

      Hello Team,

      Tried the above-mentioned query and still doesn't work. 
      It doesn't show counts if the ticket is currently not under the agent names even though there was a public response made on the ticket yesterday before escalating it to another queue.

       
      The query only shows a count of tickets if it's under the agent's name currently. 

      I am looking for a query that shows a count of tickets even if the ticket is not under the agent's name currently. 
      The query should add a count of the ticket if the agent has made a public response/comment to it. 
      The count should show up irrespective he/she is the current owner of the ticket. 
      Zendesk13
      • Zendesk13
      • Newcomer
      • March 30, 2022

      Hi @bharath11, that's odd, it should work. If you can please confirm the following:

      • Are you creating this standard calculated metric in the Tickets or in the Updates history dataset? (My previous comment assumed we're working under the latter)
      • When you say "under the agent", you're referring to the Assignee value, is that correct?

      Also, is it possible for you to share a screenshot of the query (omitting any private data), please?

      I just reviewed this in my account and it works fine.

      If we take a look at the second agent, for example, the query shows a total of 15 tickets updated, but only 7 updated with at least one public comment (i.e. the standard calculated metric above).

      Bharath11
      • Bharath11
      • Author
      • March 31, 2022

      Hello Team,

      I have tried using the query above and it doesn't fetch the data I need. 
      Please watch the video https://vimeo.com/694250919 completely and assist further.

      I have recorded the issue so that it can be easily conveyed. 

      Zendesk13
      • Zendesk13
      • Newcomer
      • March 31, 2022

      Hi Bharath, unfortunately I can't access the video (even after logging in to the platform), is there a way to share a public link, please?

      Bharath11
      • Bharath11
      • Author
      • April 3, 2022

      Hello Pedro, please try accessing https://vimeo.com/user105616991/download/694250919/c36c1af89f link. This should let you download the video. 

      Zendesk13
      • Zendesk13
      • Newcomer
      • April 5, 2022

      Hi @bharath11, sorry for the late reply, and thank you so much for the video evidence!

      It is possible that your custom attribute "Tier Group" is affecting the query. Does this formula use [Ticket group] or [Update ticket group] (it should use the second).

      Can I ask you to please try the following in a brand new query?

      • Use the formula I shared (with the [Updater role] condition) to calculate (remove [Updater name]
      • Columns: Updater - Hour
      • Rows: Updater name
      • Explosions: Update ticket group
      • Filters: Updater role ("Agent" or exclude "End user"), Update - Date

      Does this produce the expected results? And can you filter for ticket 8378328 and obtain results? (make sure to filter for an Update - Date that considers this ticket's creation)

      Thanks in advance!

      Bharath11
      • Bharath11
      • Author
      • April 6, 2022

      Hello Pedro,

      Thank you for getting back to me. We are testing this now and will get back to you ASAP.

      Terms & ConditionsAccessibility statement