Reporting on Tickets with Comments - Frequently asked questions
Discover how to report on Zendesk tickets with internal comments before public ones. Find answers to common questions and enhance your reporting skills.
Frequently asked questions
How can I report on tickets with an internal comment before a public comment in Zendesk?
To report on tickets with an internal comment before a public comment in Zendesk, you'll need to use the ticket updates dataset in Explore. This involves creating custom calculated attributes and metrics to determine the sequence of comments….
What skill level is required to create a report on internal comments before public comments in Zendesk?
Creating a report on internal comments before public comments in Zendesk requires an advanced skill level. The process involves creating custom calculated attributes and metrics, which can be complex. It is recommended for users who are comfortable…
What permissions are needed to create a report in Zendesk Explore?
To create a report in Zendesk Explore, you need to have Editor or Admin permissions. These permissions allow you to access the necessary datasets and create custom calculated attributes and metrics. Ensure you have the appropriate permissions…
How do I fix errors when creating a report on internal comments in Zendesk?
If you encounter errors while creating a report on internal comments in Zendesk, ensure you are using the correct dataset, specifically the Updates history dataset. Errors often occur when the wrong dataset is selected. Double-check your dataset…
What is the DATEFIRSTFIX function used for in Zendesk reporting?
The DATEFIRSTFIX function in Zendesk reporting is used to identify the first occurrence of a specific event, such as a comment update. In the context of reporting on internal comments before public comments, it helps determine the first timestamp…
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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?”
“Since implementing My AskAI, the AI agent has deflected at least 68% of all customer queries. This has allowed us to get our average human response time down to under 60 seconds. A goal we've had for the last 6 months and finally achieved now with My AskAI.”
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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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