How to Analyze Agent Interactions on Tickets - Frequently asked questions
Frequently asked questions
How can I create a report to track agent interactions on tickets in Zendesk?
Creating a report to track agent interactions on tickets in Zendesk is straightforward. You'll need Zendesk Explore Professional or Enterprise, and Editor or Admin permissions. To start, go to Explore and click the reports icon. In the Reports…
Can I filter Zendesk ticket comments by specific strings in Explore?
Unfortunately, you cannot filter ticket comments by specific strings in Zendesk Explore. The contents of ticket comments are not pulled into Explore, so filtering by a specific string is not possible. If you need to analyze specific comment…
How can I report on agent comments made on a specific day in Zendesk?
To report on agent comments made on a specific day, use the Ticket Updates dataset in Zendesk Explore. This allows you to filter comments by the update date. Create a query using the 'Update Date' attribute instead of the 'Create' or 'Solved'…
How can I differentiate between agent and end-user comments in Zendesk reports?
To differentiate between agent and end-user comments in Zendesk reports, use the Ticket Updates dataset and create a custom query. You can isolate comments by using the 'Updater role' attribute. This allows you to break down comments by the role…
Is it possible to create a report combining agent activity in Support and Messaging?
Currently, it's not possible to create a single report that combines agent activity in both Support and Messaging in Zendesk. A workaround is to build separate reports using the Tickets/Updates history dataset for Support and the Messaging dataset…
How can I track tickets touched by a specific group in Zendesk?
To track tickets that a specific group has interacted with, regardless of comment type, you can create a report in Zendesk Explore. Use the 'Updater role' and 'Updater group' attributes to filter interactions by the desired group. This will allow…
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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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