What would be the best way to approach this scenario?
We wiped, refurbish and resell laptops. We use Zendesk to track all our items. Each ticket represents a single item and there are four steps for each ticket to be completed.
1. Wipe The Data
2. Install Software
3. Take Photos
4. List Item (Solved Ticket)
I have four agents and each agent does one of these steps.
The ticket is opened when we purchase an item.
It is updated at each step, 1,2,3 and then solved at step 4.
I want to create an Insights report that shows the performance of each agent.
For example, a daily report might look like this:
Agent 1 updated 20 tickets as "wiped the data" complete
Agent 2 updated 15 tickets as "install software" complete
Agent 3 update 25 tickets as "take photos" complete
Agent 4 updated 40 tickets as "list item" (solved ticket)
Since I want to track the ticket 'updates' and not just when it is solved what is the best way?
Right now, when the agent completes a step they run a macro that changes a drop-down from 'empty value' to 'wipe the data'. There is a completely separate drop down menu for each step 1,2,3 & 4 so they can easily be tracked independently. I am trying to play around with track ticket 'events' but before I waste too much time with that, I figured I ask if this is the right approach?
I read this post about it here:
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