Automation's Impact on Zendesk WFM Ticket Counts
Discover how automation affects solved ticket counts in Zendesk WFM and why it differs from Zendesk.
How does automation affect solved ticket counts in Zendesk WFM?
In Zendesk WFM, tickets solved by automation are not attributed to any agent, affecting solved ticket counts. This means that if an automation resolves a ticket, it won't be counted as a solved ticket for any agent, which can lead to differences in reported numbers compared to Zendesk. Understanding this can help in reconciling discrepancies between the two systems.
More related questions
Why do Zendesk and Zendesk WFM show different solved ticket numbers?
Zendesk and Zendesk WFM count solved tickets differently, leading to discrepancies in numbers. In Zendesk WFM, if a ticket is solved by an automation rather than an agent, it doesn't count towards an agent's solved ticket total. This difference in…
What should I know about agent attribution in Zendesk WFM?
Agent attribution in Zendesk WFM is affected by how tickets are solved. If a ticket is resolved through automation, it won't be attributed to any agent, which can lead to differences in solved ticket numbers compared to Zendesk. This is important…
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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?”
“Since implementing My AskAI, the AI agent has deflected at least 68% of all customer queries. This has allowed us to get our average human response time down to under 60 seconds. A goal we've had for the last 6 months and finally achieved now with My AskAI.”
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