Random Selection of Tickets - Tagging
Is there a way to randomly tag a certain percentage of tickets for quality review? It doesn't look like in the triggers or automations that there are any conditions that are random.
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Hi Edisa
You are right, there isn't anything in Zendesk that will work randomly.
You would have to write a programme that will randomly tag your tickets through the API. Keep in mind that you cannot add tags to a ticket that is in the closed state!
My best bet is to have the programme tag your tickets randomly when you solve the ticket. -
We use the reporting tool in Zendesk to have 10% of our tickets (that meet certain criteria) for review
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Amy,
Would you mind sharing the criteria or What, How, Filter screens of this report?Thank you
Manish Khemka, -
I can provide what we used but not sure how much it will help because we use Zendesk for a different purpose than most customers.
We had to create some new metrics to do this.
We had in the what
# tickets (already in the criteria drop down)
New criteria (select # Tickets where (date) <> empty) this is where it only shows tickets that don't have a date
New criteria (select round (# tickets * 0.1,0) this is so that we can have 10%
New criteria (select # (criteria of what you want)/# tickets) to check how much you have done
I hope this helps.
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