Random Selection of Tickets - Tagging

4 Comments

  • Carsten Falborg
    Comment actions Permalink

    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.

    0
  • Amy Waugh
    Comment actions Permalink

    We use the reporting tool in Zendesk to have 10% of our tickets (that meet certain criteria) for review

    0
  • Manish Khemka
    Comment actions Permalink

    Amy,
    Would you mind sharing the criteria or What, How, Filter screens of this report?

    Thank you
    Manish Khemka,

    0
  • Amy Waugh
    Comment actions Permalink

    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.

    0

Please sign in to leave a comment.

Powered by Zendesk