Finding Proactive Tickets with Replies - Frequently asked questions
Discover how to find proactive tickets with customer replies in Zendesk Explore. This page answers common questions and provides insights into optimizing your ticketing process.
Frequently asked questions
How can I track proactive tickets with customer replies in Zendesk Explore?
To track proactive tickets with customer replies in Zendesk Explore, you need to create a specific report. This involves setting up a calculated metric and applying filters to identify tickets created by agents that received a customer reply….
What skill level is required to create a report for proactive tickets in Zendesk Explore?
Creating a report for proactive tickets with customer replies in Zendesk Explore requires an average skill level. The process involves setting up a calculated metric and applying specific filters, which can be completed in about 10 minutes. If…
What ingredients are needed to create a proactive ticket report in Zendesk Explore?
To create a proactive ticket report in Zendesk Explore, you'll need a few key ingredients: a standard calculated metric, a submitter role filter, a Ticket ID attribute, and a table report. These components will help you identify tickets created by…
How do I remove tickets without customer replies from my Zendesk Explore report?
To remove tickets without customer replies from your Zendesk Explore report, you can use the Metric filter feature. This step is optional but helps refine your report to only show tickets with customer interactions. In the Result manipulation…
Can I make Ticket IDs clickable in my Zendesk Explore report?
Yes, you can make Ticket IDs clickable in your Zendesk Explore report. This feature allows you to easily navigate to specific tickets directly from the report. To configure clickable links to tickets, you can refer to the article 'Explore recipe:…
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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.”
“Our company is growing very rapidly, and we were receiving a lot of support requests. And our team was spending a huge amount of time on them. Now, our AI agent is resolving 84% of customer support conversations.”
Ella Roy Customer Success Manager
Zeffy
Zeffy
Read Zeffy's case study
“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.”
Conrad Jones CX and Service Leader
Zinc
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“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
"My AskAI’s Zendesk integration is saving our support agents over 35 hours per week. A massive win for the team and mitigating hundreds of hours of combined waiting time for customers. We are very pleased with the results — which have allowed us to reinvest bandwidth into other strategic areas."
Natalie Onions VP of Customer Experience
Customer.io($50M+ ARR)
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
"My AskAI's Intercom integration stood out not only because of its impressive answer accuracy but also because of how well it worked within our existing Intercom setup. The combination of precision and effortless setup made it invaluable."
Howard Blick Customer Service Team Lead
Freecash
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