I would like to be able to count only tickets from a single end user per agentBeantwortet
We would like to have the option to only count one ticket per end user per agent, meaning if an agent doesn't merge the tickets created by the same user for the same issue, but instead the close it separately, we would like to count only one ticket from this user.
Hey Monica - how do you know that two tickets are the same issue?
Unfortunately, there is no native way to do that yet. Every ticket created is counted on our system. Alternatively, you can merge the tickets and then exclude the merge tickets from your report. You can check more information on Explore recipe: Excluding tickets closed by merge
Further, we understand your need for this functionality so I am marking this conversation as product feedback. We truly value customer feedback and your voice and votes in the product feedback topics in the community help influence future Zendesk functionality.
All the best
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