Requirements for Creating Agent Activity Reports in Zendesk
What do I need to create a report on agent activity in Zendesk?
To create a report on agent activity in Zendesk, you'll need a few key things. First, ensure you have Zendesk Explore Professional or Enterprise, as well as Editor or Admin permissions. You'll also need access to ticket event data in Zendesk Support.
Once you have these prerequisites, you can start building your report in Explore. This involves selecting the appropriate dataset, adding metrics for comments, and applying filters to focus on agent and admin interactions. The process is straightforward and should take about 20 minutes to complete.
More related questions
How can I track agent interactions with customers in Zendesk?
You can track agent interactions with customers in Zendesk using the Explore recipe. This involves creating a report that identifies the agent, admin, or end-user who updates a ticket as the updater. The report will show how many times your agents…
How do I filter Zendesk reports to show only agent and admin comments?
To filter Zendesk reports to show only agent and admin comments, you need to use the 'Updater role' attribute in Explore. This attribute allows you to specify which roles' comments you want to include in your report. In the Filters panel, add the…
How can I visualize agent comment data in Zendesk Explore?
Visualizing agent comment data in Zendesk Explore is easy with the Bar visualization option. After setting up your report with the necessary metrics and filters, you can choose how to display the data. In the Columns panel, add the 'Updater name'…
How can I categorize solved tickets by public comments in Zendesk?
To categorize solved tickets by the number of public comments in Zendesk, you can use the 'Agent replies brackets' attribute. This default attribute helps you group tickets based on the number of public agent comments. You can also customize these…
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