Hello All!
I'm trying to create reporting that shows certain data points with the ability to filter by date and assignee name. Items in said report are to include:
1. Ticket ID
2. Total number of touches/updates.
3. Timestamp of each of the touches/updates.
Can anyone suggest an article/recipe on how to accomplish this? I'm very new to Zendesk and would appreciate guidance. If possible, dumb it down for me as low as you can go! Thank you!
Hello @Alex Gonzalez,
Thank you for choosing Zendesk.
To create that report you must follow these steps:
1. In the Reports library, click New report.
2. On the Select a dataset page, click Support -> Support - Updates history, then click Start report.
3. In the Metrics panel, click Add.
4. From the list of metrics, choose Updates> Agent updates, then click Apply.
5. In the Rows panel, click Add.
6. From the list of attributes, choose Ticket → Ticket ID and Time - Ticket update → Update Timestamp
To obtain the total number of updates per ticket, I advise creating a new report following the same steps as above, but removing the attribute Time - Ticket update → Update Timestamp.
Then, you can create a dashboard with both reports and add the filters date and assignee name.
We do not have a published recipe that shows exactly how to accomplish your request, but this one might help you.
To create a dashboard you can follow the following recipe here.
Thank you! But I'm still running into an issue. The updates include ZD updates, for example, when it goes from Solved to Closed. Can I make it so it's just updates from the assignee and exclude system generated udpates?
Hi Alex,
If you are using Updates History dataset, you may add an updater role attribute in the filter and select agent/admin to exclude end-user and system update.
I hope that helps!
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*I should clarify - the only updates/events I want to see are those made by the assignee.