Analyzing Agent Ticket Touches with Explore - Frequently asked questions
Frequently asked questions
What is considered an agent touch in Zendesk Explore?
An agent touch in Zendesk Explore refers to any operation performed by an agent on a ticket. This can include actions such as adding a public or private comment, changing a ticket field like the ticket group, or altering the ticket status from Open…
How can I analyze agent comments on tickets using Zendesk Explore?
To analyze agent comments on tickets using Zendesk Explore, you can utilize the Updates history dataset. This dataset includes a built-in metric that measures agent comments when added to a query. You can further refine this data by adding…
How do I report on all updates made to tickets in Zendesk Explore?
To report on all updates made to tickets in Zendesk Explore, you can use the Updates history dataset. This dataset includes a metric that measures all types of updates, not just comments. You can add attributes like update date, ticket ID, and…
How can I analyze tickets with low agent touches in Zendesk Explore?
In Zendesk Explore, you can analyze tickets with low agent touches by examining the number of agent replies it took to solve a ticket. Tickets are categorized into one-touch, two-touch, and multi-touch based on the number of agent replies. For…
Can I measure ticket touches for tickets submitted by end users in Zendesk Explore?
Yes, you can measure ticket touches for tickets submitted by end users in Zendesk Explore. The queries in Explore can return results for both tickets created by end users and agents. If you want to report on the number of touches per ticket for…
How can I create a report for tickets with multiple agent touches in Zendesk Explore?
To create a report for tickets with multiple agent touches in Zendesk Explore, you can set up a trigger that adds a tag based on the number of agent replies. This tag can then be used to build a view that filters tickets with a specific number of…
What counts as an agent comment in Zendesk Explore?
In Zendesk Explore, an agent comment includes both public and internal comments made by an agent. If you want to focus only on public comments, you can add a filter to your query for Comment Public = True or create a custom metric that combines…
How can I calculate the average percentage of agent public comments for a group in Zendesk Explore?
To calculate the average percentage of agent public comments for a group in Zendesk Explore, you can use Result Metric Calculation. First, select the metrics you want to analyze, such as Agent Comments, and the denominator metric like Tickets…
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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
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