'Reopened messaging tickets' refers to the number of messaging tickets that were reopened after being initially solved. This metric is available for data from July 18, 2023, onwards. It helps in identifying tickets that may require further attention or were not fully resolved in the first instance.
To use Zendesk messaging metrics and attributes for custom reporting, you need a Zendesk Explore Professional or Enterprise plan. If you're on the Explore Lite plan, you'll only have access to a subset of these metrics and attributes through…
The Messaging tickets dataset in Zendesk includes metrics and attributes related to all messaging channels, such as web, mobile, and social messaging. This dataset is crucial for building reports and analyzing the performance of your messaging…
The 'One-touch messaging tickets' metric counts the number of messaging tickets that were resolved in the first interaction. This means the ticket transitioned from Open to Solved without going through Pending or On-hold statuses. It's a useful…
The '% Satisfaction score' metric represents the percentage of satisfaction surveys rated as good by requesters. It is calculated by dividing the number of good satisfaction tickets by the total number of rated satisfaction tickets. This metric…
In Zendesk messaging, 'First reply time' is measured as the duration between when a messaging ticket is created and the first agent reply. This can be calculated in seconds, minutes, hours, or days, and can also exclude out-of-business hours to…
'Agent wait time' measures the duration from when an agent sends a message to when the end user responds. It can be calculated in seconds, minutes, hours, or days, and can also exclude out-of-business hours. This metric is important for…
You can track the age of unsolved tickets in Zendesk by measuring the duration between when an unsolved messaging ticket was created and the current time. This can be calculated in minutes, hours, or days, providing insights into how long tickets…
'First assignment time' is calculated as the time between when a messaging ticket is created and when it is first assigned to an agent. This can be measured in seconds, minutes, hours, or days, and is available for data from July 18, 2023, onwards….