Track Agent Interactions with Customers in Zendesk
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 updated their tickets with a comment.
To create this report, you'll need Zendesk Explore Professional or Enterprise, and Editor or Admin permissions. Start by selecting the 'Support - Updates History' dataset in Explore, then add metrics for 'Public comments' and 'Internal comments'. Use filters to limit results to comments by agents and admins, and choose the time period you want to analyze. Finally, visualize your data using a bar chart to easily interpret the results. For more details, check out theoriginal guide.
More related questions
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…
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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