[Request]: 1st Time Reply in Insights

Answered

8 Comments

  • Jenny Feith
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    Hi Lou, 

    You can just add a new first reply metric and select AVG instead for the aggregation. Just click on "create report" and select "add new metric" :

    Screen_Shot_2014-09-04_at_11.13.03__2_.png

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  • Lou Freitas
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    Awesome advice, thank u....

     

    How would I get the AVG daily ticket count in a given month (how many tickets on average were carrying every day)

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  • Jenny Feith
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    You would do 

    WHAT:

    #Tickets

    HOW:

    Date(created)

    Filter (Select from a list of values) :

    Month/Year (Created) is <whatever month>

    Screen_Shot_2014-09-04_at_16.52.43__2_.png

    and then right-click on the #Tickets column and select "AVG" - it will add a bottom line with the average

     

    Screen_Shot_2014-09-04_at_16.52.54__2_.png

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  • Lou Freitas
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    thanks for the detailed reply...I think we are close.

     

    I dont so much care when a ticket was "created"...I just want to know how many are NOT closed or solved on each day, then avg that over the month...then i want month to month data.

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  • Lou Freitas
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    So if for this month we have 21 business days...

    if we had:

    • 30 daily tickets NOT in Solved or Closed State for the first 7 days,
    • then 40 daily tickets NOT in Solved or Closed State for the next 7 days
    • and finally 50 daily tickets NOT in Solved or Closed State for the last 7 days 

    Our daily average ticket NOT in Solved or Closed State would be 40

    Hope this helps you understand what i am looking for

     

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  • Lou Freitas
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    does this help at all?

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  • Thaina Muntoreanu
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    Hello,

    What is the concept of REPLY in Zendesk?
    I would like to have a metric to measure all tickets solved by only one reply from our agents, but I'm concerned that replies from customers also counts
    I mean, there's a metric where I can measure all tickets that were solved using only one reply from our agents?

    Thank you.

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  • Jessie Schutz
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    Hi Thaina!

    I've gone ahead and opened up a Support ticket for you on this. We'll see you there shortly.

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