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Report on Last Updated to Customer

Anna Ridley November 11, 2021

Hi,

I need to be able to report on when our agents last updated a customer. The last updated counts internal dialogue which can be misleading.

I cannot figure out a way to do this.

Please help!

1 answer

0 votes
Jack Brickey
Community Champion
November 11, 2021

Unfortunately there isn't a JQL for public versus internal comments. One idea that has been thrown around in the community for a while now is to create a custom date field and update this field using automation. Basically the automation would look like this...

Trigger - issue commented

Condition - comment is public

Condition - comment made by agent

Action - update custom field 

 

There may be some other ideas out there so hopefully others will chime in as well.

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