Building a Ticket Escalation Report in Zendesk
How can I build a report to track ticket escalations in Zendesk?
Building a report to track ticket escalations in Zendesk involves identifying metrics or attributes specific to escalations, such as group transfers or tags. You can include intent, language, and sentiment attributes to leverage intelligent triage insights.
Create a metric in Explore to track escalations, and use these insights to anticipate future escalations. This proactive approach allows you to take measures to improve ticket handling and customer satisfaction.
More related questions
What is intelligent triage in Zendesk and how does it help with ticket escalations?
Intelligent triage in Zendesk is a feature that helps identify and manage ticket escalations effectively. It uses AI to predict customer intent, language, and sentiment, enriching tickets with this data to highlight potential escalation situations….
How do I enable intelligent triage in Zendesk?
To enable intelligent triage in Zendesk, you need to have the Advanced AI add-on. Once you have this, you can turn on intelligent triage to start enriching tickets with predictions about customer intent, language, and sentiment. After enabling it,…
What are common indicators for ticket escalation in Zendesk?
Common indicators for ticket escalation in Zendesk include group transfers and specific tags or fields. Group transfers occur when a ticket is moved from one group to another, often indicating a need for specialized attention. Tags and fields can…
What actions can be taken after identifying ticket escalations in Zendesk?
After identifying ticket escalations in Zendesk, several actions can be taken. You can automatically escalate tickets with certain intents or subjects to the appropriate agents, or add internal notes to guide agents on special handling…
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