Exclude Originating Comments in Zendesk Reports
Why does my Zendesk Explore report include the originating ticket comment?
If your Zendesk Explore report includes the originating ticket comment, it might be due to the way the report is set up. The report should ideally focus on the first agent replies after the ticket is logged.
To address this, ensure your report's filters and calculations are correctly configured to exclude the initial customer comment. Adjusting the report settings can help you focus on the agent's first public reply, providing a clearer view of agent interactions.
More related questions
How can I find the agent who made the first public reply on a ticket in Zendesk?
To find the agent who made the first public reply on a ticket, you can create a report using Zendesk Explore. You'll need to use the Updates history dataset to achieve this. Start by creating a new report in Explore and selecting the Support -…
What permissions are needed to create a report in Zendesk Explore?
To create a report in Zendesk Explore, you need to have either Editor or Admin permissions. These permissions allow you to access and manipulate the data necessary for generating reports. If you're unsure about your current permissions, you can…
What should I do if I encounter errors while creating a report in Zendesk Explore?
If you encounter errors while creating a report in Zendesk Explore, there are a few steps you can take to troubleshoot. First, double-check your formulas and ensure all attributes and metrics are correctly referenced. If the issue persists,…
How can I exclude NULL values from my Zendesk Explore report?
To exclude NULL values from your Zendesk Explore report, you can use a custom metric or attribute that filters out these values. This ensures your report only includes relevant data. For instance, you can create a custom metric that checks for…
How can I find the first public reply agent for tickets from the messaging channel?
Finding the first public reply agent for tickets from the messaging channel can be challenging, as messaging doesn't use public replies in the same way as other channels. In such cases, it's best to contact Zendesk Customer Support for guidance….
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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
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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?”
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.”
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