We need a report that will tell us the last update provided by the assignee of the ticket. Ideally a bar graph that we can group together e.g. 1-5 days since last update by assignee. I dont see any way to report on this right now in Explore.
Latest update by # of days report
Login to the community
No account yet? Create an account
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.
This information is accessible within Zendesk's pre-configured dashboard, specifically located under the "Agent Updates" tab. This section provides insights into comments and updates made to tickets by your agents. You have the option to filter these reports by various criteria, including date, agent, brand, channel, form, group, and requester organization.
Under the "Agent Updates" tab, you can filter the reports by time, agent, brand, channel, form, group, and requester organization. Notably, the time filter is based on the update date.
Within this tab, you will find key performance indicators (KPIs) presented as headline metrics, including:
I hope that helps!