Ticket Sharing and Efficiency Metrics in Zendesk
How does ticket sharing affect efficiency metrics in Zendesk?
Ticket sharing can impact efficiency metrics like first reply time. When a ticket is shared, the first reply time is calculated from when the ticket was shared with you, not from when it was originally created.
This means that if you're measuring efficiency, you should consider the time from when the ticket was shared to ensure accurate reporting. Adjust your metrics accordingly to reflect the shared ticket's timeline.
More related questions
How can I view ticket channels in Zendesk Explore?
To view ticket channels in Zendesk Explore, you can create a simple report. Open a new report using the Support: Tickets dataset, add the Tickets metric in the Metrics panel, and then add the Ticket channel attribute in the Rows panel. This will…
What are the different support channels available in Zendesk Explore?
Zendesk Explore offers a variety of support channels that you can report on, depending on your configuration. These include Web service (API), Chat, Messaging, Email, Facebook, Forum, Help Center, Mobile, Text, System, Twitter, Voice, Answer Bot,…
How can I exclude follow-up tickets from my Zendesk Explore reports?
Excluding follow-up tickets in Zendesk Explore can be tricky, as they are identified by the 'Closed Ticket' update channel. You can use the Support: Ticket updates dataset to filter out these tickets by excluding the 'Closed Ticket' update channel….
Can I distinguish between Web Widget and Web Form channels in Zendesk Explore?
In Zendesk Explore, both Web Widget and Web Form channels are considered as coming through the web channel for reporting purposes. This is because the web widget essentially 'widgetizes' the web form. If you need to track these separately, you…
How can I report on tickets created by agents using the Web Form channel?
To report on tickets created by agents using the Web Form channel, you can use the attribute Requester Role in Zendesk Explore. This allows you to differentiate between tickets submitted by agents and end-users. Additionally, you can create a…
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