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Calculating First Update Time after ticket was re-assigned to another group
Posted Sep 13, 2021
Zendesk should introduce the way to track First Update Time after ticket was re-assigned to another agent/ticket group (e.g. when ticket was escalated to advanced support).
While First Reply Time is the most common metric to track the performance of first line support agents, there is no way to track First Update Time for advanced support agents (I say First Update Time as we might be interested in cases when the first comment after escalation is internal). Using recently introduced DATE_FIRST/DATE_FIRST_FIX did not solve this problem.
This is critical for tracking and optimizing the work of other teams than frontline support agents.
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17 comments
Arthur Mori
Is it possible to get the time for when a ticket is assigned to a second group? For context:
I have groupA which escalates tickets to groupB. What I need is the time when tickets are assigned/escalated to groupB.
Is this even possible in Explore?
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Alghiery Dani
+1, anyone has a workaround for this issue? Really need help on this matter
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Gina Guerra
Huge +1 for us as well.
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Robert Elliott
+1 here as this is a major need for out business
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Terry Branoff
An extension of this request is we are finding that if an Agent creates the ticket, first reply is calculated from first public reply AFTER the initial outbound comment to requester. Shouldn't First Reply = 0 since ticket originated by Agent and so public comment was sent at origination?
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Wojciech Smajda
Hello,
Thank you for reaching out with the suggestion to track First Update Time specifically after a ticket has been reassigned or escalated. Recognizing the need to measure responsiveness across different support levels is important.
We're glad to receive your input on this, as it helps us identify areas for enhancement in tracking and optimizing the performance of advanced support teams. While this feature isn't on our immediate roadmap, rest assured that your feedback has been documented and will be reviewed as we continue to evolve our analytics capabilities.
Your perspective is invaluable, and we encourage you to continue sharing your ideas to improve Zendesk.
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Stephen
+1 this would be a great feature to have.
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Максим Насон
+1 to this post, it would be great to be able to do this calculation, it would help us in building a more accurate reporting.
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Irina Gorelik
Plus one to this. I feel like there could, in general, be more metrics that are more conducive to tiered support.
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CJ Johnson
Considering that some feature requests on this forum are at 8+ of years of "planned" and Zendesk hasn't rolled them out and won't respond to requests for updates, I wouldn't hold my breath. This isn't possible because of limitations to calculations on the reporting platform. You would need to DATE_DIFF two custom formula date attributes which doesn't work. Despite this being possible in the product that Explore replaced, Zendesk doesn't consider that this silently fails to calculate, a bug so it's been filed as a feature request: https://support.zendesk.com/hc/en-us/community/posts/4409217038746-DATE-DIFF-Between-2-Custom-Attributes
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