Tracking Agent Handle Time in Zendesk
How can I track agent handle time for Zendesk tickets?
To track agent handle time for Zendesk tickets, you can use the Time Tracking recipe to update handling time by agent. This helps in calculating the duration an agent spends on a ticket.
If you need to track the time for agents who interacted with the ticket but were not the last to touch it, you might need to create a custom report. This can be done using tools like Excel or by exploring automated reporting options within Zendesk.
More related questions
Can a Zendesk ticket have multiple assignees at once?
No, a Zendesk ticket cannot have multiple assignees at the same time. However, you can assign the ticket to a group if you need multiple agents to handle it. This way, all agents in the group can stay updated on the ticket's progress and…
How can I manage a Zendesk ticket with multiple agents?
To manage a Zendesk ticket with multiple agents, assign the ticket to a group instead of an individual. This allows all agents in the group to access and work on the ticket. Assigning a ticket to a group is a practical solution when collaboration…
What are the limitations of having a single assignee in Zendesk?
The main limitation of having a single assignee in Zendesk is that only one person is directly responsible for the ticket. This can be a challenge if the ticket requires input from multiple agents. To overcome this, you can assign the ticket to a…
Can I use custom fields to manage ticket assignments in Zendesk?
While custom fields can be used in Zendesk, they are not as flexible as system fields for managing ticket assignments. Some users suggest adding a secondary assignee as a system field for better management. Custom fields can help in organizing…
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
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