How are you reporting on FRT?

2 Kommentare

  • Dane
    Zendesk Engineering
    Hi CJ, 
    On our end, we use the "Ticket Assigned - XXXX" Attribute.
  • CJ

    The fact that Zendesk doesn't use the built in first reply time for reporting says a lot. Mainly, that it's so bad as a metric, that even Zendesk can't use it. Yikes. Well, at least I know I'm not doing something wrong, this is just a(nother) poorly thought out feature implementation that's non-functional on a practical level. 


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