Counting Agent Replies Regardless of Ticket Assignment
How can I count public replies by an agent regardless of ticket assignment in Zendesk Explore?
To count public replies by an agent regardless of ticket assignment, use the 'Updater Name' attribute instead of 'Assignee Name'.
This approach ensures that the count of public comments is attributed to the agent who made the updates, not just the current assignee of the ticket. This is particularly useful if tickets are frequently reassigned, as it provides a more accurate reflection of each agent's activity. For more details on metrics and attributes, refer to the Zendesk Support documentation.
More related questions
How can I report on agent reply brackets using the Updates history dataset in Zendesk Explore?
To report on agent reply brackets using the Updates history dataset, you need to create a custom report in Zendesk Explore. This involves using calculated metrics and attributes to categorize tickets based on the number of public agent replies….
What skill level and time are required to create a report on agent reply brackets in Zendesk Explore?
Creating a report on agent reply brackets in Zendesk Explore requires an average skill level and approximately 20 minutes of your time. You'll need to have Zendesk Explore Professional or Enterprise, along with Editor or Admin permissions. The…
Why use the Updates history dataset instead of the Tickets dataset for agent reply reports?
The Updates history dataset offers enhanced reporting capabilities by allowing you to filter report results based on the date range when ticket replies occurred. While the Tickets dataset already includes an 'Agent replies brackets' attribute,…
What should I do if I encounter errors with the Public Agent Reply Brackets formula in Zendesk Explore?
If you encounter errors with the Public Agent Reply Brackets formula, ensure you are using the ATTRIBUTE_FIX function correctly. Recent changes in Explore calculations may require adjustments to your formulas. If you receive an error message about…
Interested indeflectingover 70% of your Zendesk support tickets?
Zendesk Support Tickets
Zendesk Messaging (live chat)
Join1,000+ companies reducing their support costs and freeing up support agents for more important work
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
Reduce support costs.Spend more time on customer success.
