1) What is the best way to get an Average Response Time in Zendesk Tickets?
- I want to filter all tickets with `-via:voicemail`.
- My first solution is :
a) Use search ticket API to get tickets without voicemail (loop to get all tickets cause limit of 100 per page)
b) Use ticket metrics API to get metrics of particular tickets, so we have 2000 tickets. ( probably not good).
c) Store in database with `reply_time` of metric of ticket and store `score` of that ticket in one row of table.
d) Calculate Average Response Time (ART) and Calculate Customer Satisfaction ( CSAT ) of Service by score.
-- only problem with above solution is tickets are changes every hour / every day and it is hard to store everything in our system database.
- My Second solution is:
a) Good Data is already integrated into Zendesk to view reports of Average response time and CSAT.
b) Find PHP API to pull these ART and CSAT information from Good Data API.
c) I think i can find Project ID and Object ID of the report to get data but have not yet found where in the documentation is it.
-- No other solution yet, I am open to any solution. Thank you
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