Reporting on Full Resolution Time of Side Conversations
How can I report on the full resolution time of side conversation tickets?
To report on the full resolution time of side conversation tickets in Zendesk, you can use the Explore tool to create a detailed report. This involves using your calculated attribute and specific metrics.
Begin by creating a new report in Explore with the Support - Tickets dataset. Add the 'Full resolution time (min)' metric and apply the SUM aggregator. Select your calculated attribute in the Rows panel and exclude NULL values in the Filters panel. This will give you the total time spent resolving side conversation tickets, and you can also add Ticket ID to see individual ticket times.
More related questions
How can I track metrics for child tickets in Zendesk?
To track metrics for child tickets in Zendesk, you can use a specific recipe designed for this purpose. This involves creating a calculated attribute using the default external ID for child tickets created through side conversations. First, ensure…
What are the requirements for tracking child ticket metrics in Zendesk?
To track child ticket metrics in Zendesk, you need to meet certain requirements. These include having Zendesk Explore Professional or Enterprise, Editor or Admin permissions, and activated side conversations in Zendesk Support. Additionally, you…
How do I create a calculated attribute for child tickets in Zendesk?
Creating a calculated attribute for child tickets in Zendesk involves using the Explore tool. This attribute helps track metrics for child tickets created through side conversations. Start by opening Explore and creating a new report. Select the…
Can I report on the number of side conversation tickets per ticket in Zendesk?
Yes, you can report on the number of side conversation tickets per ticket in Zendesk using the Explore tool. This involves creating a new report and using your calculated attribute. In Explore, start a new report with the Support - Tickets dataset….
Can I enhance my Zendesk report with additional metrics?
Yes, you can enhance your Zendesk report by tracking additional metrics using the calculated attribute. This allows for more comprehensive analysis of your ticket data. The attribute can be used in other datasets to track metrics like Open status…
Interested indeflectingover 70% of your Zendesk support tickets?
Zendesk Support Tickets
Zendesk Messaging (live chat)
Join1,000+ companies reducing their support costs and freeing up support agents for more important work
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“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.”
Freecash
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“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.”
Freecash
Reduce support costs.Spend more time on customer success.
