auto assign tickets upon read !!!! + Read receipt when customer opens email!



  • Graeme Carmichael
    Community Moderator


    The best I can suggest for you is to check out Guided Mode. This is an Enterprise Plan feature and is an attempt to counter cherry picking of tickets. 

    Not exactly what you are after but I hope it helps.  

  • Anton Mintsev (EMEA)

    Hi Ana, 

    The guided mode should help here indeed. Another thing is to classify your tickets and assign difficulty score for every class. Then just set agent KPI not for the number solved tickets, but rather the overall score. Some agents may be great clicking simple cases, others may prefer to work with something more complex.

    There is also an app to track email opens:

  • Nicole S.
    Zendesk Community Team

    Thanks for jumping in, Graeme & Anton.


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