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I want to make a list of tickets that were last answered or updated by an agent, not a customer - in a specific time period. I can't seem to figure out which filters I have to use for this.

 

There are filters like: ‘Last updated by agent’, but - as I understand correctly - this is only useful if you want to look for certain agents, and this does not exclude all tickets that were last answered by the customer.

 

Does anyone have an idea?

Hi, just a quick question, may I know where you were able to get this filter: ‘Last updated by agent’?. Any screenshot would be really helpful to get a workaround on how to implement this use case.

​@fidelise Is this query regarding Freshservice or freshdesk ?

Hi, just a quick question, may I know where you were able to get this filter: ‘Last updated by agent’?. Any screenshot would be really helpful to get a workaround on how to implement this use case.

 

Yes, see below (or attachment)! I don't know the exact translation, it's in Dutch, I'm sorry!

 

 

Also: Freshdesk!

 

Thanks for helping!

Hi, thanks for the clarification!
You can give this a try.

  1. Go to Analytics → New Report (just adding the basics for anyone new to this tool)
  1. Use a Ticket report
  1. Add filters: 

                             Last updated date → with your date range

                             Last updated by role → is Agent (idk if this field is in freshdesk)

       4.Display fields:

            You can add these: Ticket ID, Subject, Last Updated At, Last Updated By, etc.

Hope this helps!

Thank you!

Unfortunately, there is no filter ‘Last updated by role’ 😥

 

​@fidelise this is currently not supported. Please feel free to log this as an idea on the community so that it can get the due visibility and upvotes, which can improve its chances of being prioritized.

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