Metrics and attributes for Zendesk Support

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126 Comments

  • Ivan Miquiabas
    Zendesk Customer Care
    Hi Bryan, 
     
    Thanks for reaching out to our Community! 
     
    Thanks Pedro fro chiming in, I agree on what Pedro has advised, you can utilize Tags as an identifier to create reports in Zendesk explore for comment content. You can be guided by this article
     
    Hope that helps!  
    0
  • Scott Dinner

    Is there a way to track the time added on a ticket via the time tracking app for tickets that were re-opened? I'd like to see the time added on a ticket before a ticket was solved and then re-opened. Then I would like to see the time added on a ticket after a ticket was re-opened then closed. I opened a ticket but support was unable to help.

    0
  • Amie

    hey Rob Stack

    I think this guide needs to be updated to include the new AI attributes e.g Sentiment etc. :)

    1
  • Erin O'Callaghan
    Zendesk Documentation Team

    Hi Amie, thanks for calling this out! I've updated the article with the six intelligent triage prediction-related attributes: IntentIntent confidenceLanguageLanguage confidenceSentiment, and Sentiment confidence

    1
  • Hannah

    What does "Tickets updated" mean in more detail. For example, I see that often "Agent comments is a lot higher than "Tickets updated" - how can that be? Examples would be great

    I see attached but can you expand? Thank you in advance

     

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  • Ivan Miquiabas
    Zendesk Customer Care
    Hi Hannah, 
     
    Thanks for reaching out! 
     
    Ticket updates as a metric are all tickets updated within the status of Open, pending, solved and on-hold. 
     
     
    Hope that helps! 
    0

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