In this Explore recipe, you'll learn how to use the更新历史记录dataset to find the first agent who performed a public comment on a ticket.
What you'll need
Skill level: Average
Time required: 15 minutes
- Zendesk Explore Professional or Enterprise
- Editor or Admin permissions (seeGiving agents access to Explore)
- Ticket data in Zendesk Support
Creating the report
This report returns the agent who performed the first public reply for each ticket in your instance.
To create the report- In Explore, click the reports (
) icon.
- In the Reports library, clickNew report.
- On theSelect a datasetpage, clickSupport>Support - Updates history,然后单击Start report.
- In the Calculations menu (
), clickStandard calculated attribute. - On theStandard calculated attributepage, give your attribute a name like "First public reply agent".
- In theFormulafield, enter or paste the following formula:
IF ([Comment present]=TRUE
AND [Comment public]=TRUE
AND DATE_FIRST_FIX([Update - Timestamp],[Update ticket ID],[Comment present],[Comment public])=[Update - Timestamp])
THEN [Updater name] ENDIF - When you are finished, clickSave.
- In theMetricspanel, clickAdd.
- From the list of metrics, chooseTickets>Tickets updated w/public comment,然后单击Apply.
- In theRowspanel, clickAdd.
- From the list of attributes, chooseTickets > Ticket IDandCalculated attributes>First public reply agent, then clickApply.
- In theFilterspanel, add theUpdater roleattribute and configure this to showAgentsandAdmins.
- In theFilterspanel, add theFirst public reply agentattribute and configure this to excludeNULL.
- The report will match the following:
Optionally, you can add a date filter such asTicket created - Dateto narrow the date range being reported.
7 Comments
Hi,
I followed your instruction but received the following error -
"The set of calculations isn’t valid. The calculated attribute "firstpublicreplyagent-a35b7392a0" references "Comment public" which is as an unknown attribute. Adjust the calculation and try again. (Error code: 11c3fd53)"
What can I do to fix it?
Hi Kitty,
We suggest that you reach out to ourCustomer Supportso we can have a closer look at the Query that you are working on
We just used DATE_FIRST_FIX function to find thetime the first callwas madeagainst a ticket ID, given a ticket can have multiple calls, DATE_FIRST_FIX was ideal.
We were able to nest this into a DATE_DIFF to find the length in time between theticket creation and the first call.You can then aggregate any way you like as there is only one value provided per ticket ID.
这是伟大的Nhia !
我只是有问题以下步骤:
I'm running into the below error:
Any idea on how to fix this or how to edit the query in such a way that it doesn't pull up every single updater's name in our database?
Hey Patrick,
If you're finding that the custom attribute "First Response Agent" is taking too long to load then its potentially due to the increased amount of real attribute or NULL values which can sometimes result in that particular error.
To get around this I can also recommend creating a custom metric that implicitly excludes the NULL values then applying a metric filter. In the case of this recipe as we're using the default metric "Tickets updated w/public comment" the custom metric would be something like this:
And then you would just need to apply the query metric filter underResult manipulation > Metric filter. And ensure it's set to at least "1".
Alternatively you could always specify and hardcode your agents names into the custom metric itself as well so hopefully these suggestions help to overcome the difficulty you've encountered there!
My report seems to include the originating ticket comment (when ticket was created by a customer) in this report. I'd expect to see only agent first replies. why would the originating comment be included? Should the report not show firstagentreplies after the ticket was originally logged?
We suggest that you reach out to ourCustomer Support, so we can have a closer look at the query that you are working on.
I see you created a ticket with us already. We will get back to you as soon as possible,
Thanks!
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