I'm looking to see how many tickets within a custom timeframe that an agent updates via a comment for another agent (i.e., agent A updates a ticket assigned to agent B by updating the customer/requester with a comment).
Does anyone have a recipe for this? I'd be interested in seeing a total amount of "favors" as well as a list of the favors (ticket IDs) that the agent has done.
This is only for commenting on tickets not assigned to the agent.
Hey Zach, you could do this using the Zendesk Updates dataset. I created a metric to get you that the update ticket assignee = the updater, and you could filter out the matches (or reverse the metric). You'd probably also want to either account for the update having a comment (versus updating an assignee or field value) and the updater being a non end-user (i.e. role != end user). You could either do these things in your metric or in your query, depending on what you need.
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