Hi All,
I am trying to create a report to give a list of tickets and the number of days since the agent has last posted a public reply. I do NOT want to use last updated as internal notes can occur. I do want to make sure we do not forget to give the customer an update when we are distracted with the internal discussions.
Any Help or Ideas?
In order to do this you'll have to leverage some custom formulas but it can definitely be done.
This article has a section on "Using the DATE_LAST_FIX function to find the latest agent comment time" which should give you the last public agent comment and in the screenshot they have a metric of comments but you could instead try something like tickets updated to get the last agent comment on each ticket.
In order to then get this information in terms of number of days you would need to use the DATE_DIFF function to get the difference in days between that latest agent timestamp and today.
Hope that helps!