Analyzing Low Agent Touch Tickets in Zendesk Explore
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 instance, a one-touch ticket is solved with a single agent reply. You can create reports to track these metrics over time, helping you identify tickets that require minimal agent interaction.
More related 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…
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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