Explore - Reporting on 'Latest Update by Assignee' | Community
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Explore - Reporting on 'Latest Update by Assignee'

  • July 28, 2020
  • 5 replies
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Whitney12

In Zendesk Support you can add, filter and sort views based on a field called 'Latest Update by Assignee'. This field is incredibly helpful to track agent performance and potential issues with customer satisfaction so naturally, I was hoping to create an Explore recipe that captures this useful data!

Specifically, I'm looking to list the # of (status<solved) tickets per analyst that have not had an update by the assignee in over 24 business hours.

Oddly, I don't see that the 'Latest Update by Assignee' calculation is currently available in Explore. Any advice or guidance on how to build this report?

I'm new-ish to Explore so I thank you in advance for your time! :)

    5 replies

    A
    • Anonymous
    • July 28, 2020

    I'm not sure if you could get to this information in the Ticket dataset.  Maybe try this metric?  

     

    I'm not sure you could get to who did the last update in the Ticket dataset (user, agent, or assignee), but you should be able to get to that information in the Ticket updates dataset.  You could create a similar metric to the above metric using the DATE_DIFF function and add some further conditions that the updater = assignee.   If tickets have multiple updates, you'll have to further filter down by assignee or role or MIN the metric you create to get the latest time.

    Here's a quick query I threw together with what I'm thinking.

    J
    • John79
    • August 4, 2020

    +1 

    We used this in GoodData to monitor and stay on top of aged tickets. I'm surprised this doesn't exist in Explore. The last update attribute doesn't work for us because it gets updated with automation / integration updates.

    Devan
    • Devan
    • September 11, 2020

    Hello John, 

    I understand this limitation is not ideal. I've reached out to our product team and shared your feedback with them. IN the interim, I would still recommend sharing your use case in our Explore Feedback topic. This is the best way to get your issue in front of the eyes of our developers for future updates. 

    Best regards. 

    B
    • Bill12
    • January 26, 2021

    @Devan - Community Manager ,

    Just to confirm.  Currently there is no way to report on the last update by the assignee of the ticket?

    Brett13
    • Brett13
    • Community Manager
    • February 12, 2021

    Hey Bill,

    It looks like this isn't possible at this time and you created a feedback post around this limitation. I'll link it here for others to upvote: Ability to easily report on Last Update by Assignee

    Thanks for taking the time to share this with us!

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