Counting Agent Comment Updates - Frequently asked questions
Frequently asked questions
How do I create a report to count agent comments in Zendesk Explore?
Creating a report to count agent comments in Zendesk Explore is straightforward and takes about 10 minutes. To start, ensure you have Zendesk Explore Professional or Enterprise and the necessary permissions. In Explore, click the reports icon,…
What permissions are needed to create a report in Zendesk Explore?
To create a report in Zendesk Explore, you need either Editor or Admin permissions. These permissions allow you to access the necessary datasets and tools within Explore to build and customize reports. If you don't have these permissions, you may…
Can I filter agent comments by date in Zendesk Explore?
Yes, you can filter agent comments by date in Zendesk Explore. When setting up your report, add the 'Update - Date' attribute to the Columns panel. This allows you to filter the data to your preferred date range, helping you analyze agent…
How can I exclude Jira replies from my Zendesk Explore report?
To exclude Jira replies from your Zendesk Explore report, use a tag-based formula. If your Jira tickets have a specific tag, you can apply a formula to exclude these from your report. Use the formula: `IF (NOT INCLUDES_ANY([Ticket tags], "jira"))…
Are agent comments from email counted in Zendesk Explore?
Yes, agent comments from email are counted in Zendesk Explore if the email is linked to the agent's profile. This means that any replies sent from the agent's email address, which is associated with their Zendesk profile, will be included in the…
How can I differentiate between comments sent from Zendesk and email?
To differentiate between comments sent from Zendesk and email, use the 'Update Channel' attribute. In Zendesk Explore, comments made through the Support UI are categorized as 'Web', while those sent via email are classified under 'Email'. By…
What should I do if I can't find 'Agent comments' in Zendesk Explore?
If you can't find 'Agent comments' in Zendesk Explore, ensure you're using the correct dataset. Make sure to select the 'Support - Updates History' dataset when creating your report. This dataset contains the necessary metrics and attributes,…
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
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“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
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