It is common for managers to want to monitor the activity of tickets based on the last update provided by the assignee of the ticket. Currently there is no way that I am aware of of reporting on this in Explore. You can filter updates by the role of Admin or Agent but that would pull back any updated by any Agent or Admin. potentially not the actual assignee.
This type of reporting was available in Insights. Not including that in Explore makes managers reluctant to move forward with Explore.
Such a shame that Explore doesn't have this common functionality . Could the Zendesk team let us know when we might have this available ? tx
This is a pretty critical function that's missing..
Agreed, not being able to report the date since the last update the same way you would report on days since created is a much-needed feature.
I think this can be done in a Tickets > Updates History report by using the Agent Updates metric and filtering by either Time - Ticket Update or Time - Ticket Last Updated...or am I missing something?
Hi @000000, the issue here is that the last ticket update includes system updates caused by business rules
Hello,
We appreciate you highlighting the need for ticket update monitoring based on the last activity by an assignee in Zendesk Explore.
Your feedback is valuable, and we understand the importance of this feature that was available in Insights. Currently, there are no immediate plans to include this specific function in Explore. That said, we constantly review our product features and prioritize them based on user feedback.
Thank you for sharing your insights. Your contribution is essential to our continuous improvement efforts.
Why is this an option for Views but not for reports?
This is something that is required and very useful.
Has this been put on the roadmap? Reviewed?
We lost this reporting capability when we moved from Insights to Explore. This information is vital for holding agents accountable and for managers to take proactive measures for stale tickets. Upper management is getting very frustrated with this lack of reporting capability.
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