Finding Latest Agent Comment Time in Zendesk
How can I find the latest agent comment time using Zendesk Explore?
To find the latest agent comment time, use the DATELASTFIX function in Zendesk Explore.
Create a report with the Support: Updates history dataset. Create a calculated attribute named 'Latest agent comment - timestamp' with the formula:IF ([Comment present]=TRUE AND [Comment public]=TRUE AND DATE_LAST_FIX([Update - Timestamp],[Comment present],[Comment public],[Updater name])=[Update - Timestamp]) THEN [Update - Timestamp] ENDIF. Add the 'Comments' metric to the report builder. In the Filters panel, add the 'Ticket created - Date' attribute to show updates from the last week or month, and the 'Updater role' attribute to show Agents and Admins. In the Rows panel, add the 'Updater name' and 'Latest agent comment - timestamp' attributes, filtering out NULL values to see the latest comment timestamps by agent.
More related questions
What are the earliest and latest date functions in Zendesk Explore?
Zendesk Explore offers functions to find the first or last event in a series. These functions help you focus on unique events, like the first or last update of a ticket. The four main functions are: -DATE_FIRST(time attribute):Returns the…
How do I use the DATE_LAST function to find tickets solved on the last day of the month?
You can use the DATE_LAST function to identify tickets solved on the last day of the month for each group. To create this report, start by using the Support: Tickets dataset. Create a calculated metric named 'Tickets solved on last date' with the…
How can I find the earliest daily ticket assignment using Zendesk Explore?
To find the earliest daily ticket assignment, use the DATE_FIRST function in Zendesk Explore. Start by creating a report with the Support: Tickets dataset. Create a calculated attribute named 'Earliest assignment - timestamp' using the formula: `IF…
How do I find the final ticket resolution date using DATELASTFIX?
The DATELASTFIX function helps you find the final resolution date of tickets that may have been resolved and reopened multiple times. To create this report, use the Support: Updates history dataset. Create a calculated metric named 'Final…
How do I calculate the first internal comment time using DATEFIRSTFIX?
To calculate the first internal comment time, use the DATEFIRSTFIX function in Zendesk Explore. Create a report with the Support: Updates history dataset. Create a calculated attribute named 'First internal comment - Timestamp' with the formula:…
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.
