I was wondering if there was a way to prevent certain users/organizations from factoring into stats (e.g. First-Reply Time, Duration of tickets, etc.) that the Zendesk made Reporting stats or any report we make ourselves?
The reason is that we support both external customer and internal customers. However, internal customers don't not factor into our metrics but we find ourselves having reply to them quickly, like our customers, to reduce the first-reply time, but then that gives us more touches and so on.
The way we have it setup, all of us are under the same Organization. We have 7-8 of us that are agents and actually work the queue. However, the other 35 are End-Users that can submit tickets to us, but we don't want their tickets affecting the metrics for our agent's KPI or our Zendesk account as whole.
Any way around this? Thanks.
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