Using the metrics that matter to improve customer support

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2 Comments

  • Rachel Nowicki

    Hey, you mention this is "DO this" under How long do tickets take to resolve - In addition to resolution time, finding the actual time that the agent spent resolving the issue is important. 

    But how do you actually start with capturing this? 

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  • Rob Stack
    Zendesk Documentation Team

    Hi Rachel Nowicki, thanks for the question. You might be able to use the time tracking app to get a better handle on the actual agent time spent. Start with this article - https://support.zendesk.com/hc/en-us/articles/360022186134

    I hope this helps!

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