The Zendesk Resolution field is a custom field used to track how tickets are resolved and the actions necessary to solve them. Unlike system fields, the Resolution field must be created as a custom field. It helps in understanding the resolution process of tickets, providing insights into resource allocation and team performance.
By using the Resolution field, support organizations can gain valuable insights into how their teams are resolving tickets. This field, when used alongside the About field, offers a comprehensive view of the ticket's lifecycle, helping managers identify areas for improvement. For more details, you can check the originalZendesk article.
Filling out the Resolution field in Zendesk is crucial for understanding how tickets are resolved and how teams are functioning. It provides insights into resource allocation and team performance, helping organizations learn not just what types of…
To use the Resolution field effectively in Zendesk, agents should select a broad value that categorizes the type of resolution after solving a ticket. These values can include User Education, User Error, Code Fix, Operations Fix, Finance Ops Fix,…
Yes, the Resolution field in Zendesk can be set as a required field, although it is not required by default. Making it a required field ensures that agents fill it out, providing consistent data for analysis. Setting the Resolution field as…
Examples of values for the Resolution field in Zendesk include User Education, User Error, Code Fix, Operations Fix, Finance Ops Fix, Sale/Upsell, Documentation Fix, Custom Solution, Other Internal Dept, and Third Party. These values help…