Report on Received At Email Address


  • Christopher Rome

    Alex Dobocan

    It sounds to me like you are looking at the support address and how many emails came in vs the number of tickets you have in zendesk. An email that comes in could be adding an additional comment to a ticket, thus not increasing the number of tickets, but increasing the number of emails. Similarly, reopening a ticket will not increase your ticket number but may increase the number of emails. 

    For my organization, where we primarily provide customer support and live and die by the volume of questions/tickets coming in, we look more at the amount of tickets created, solved, our backlog of tickets over time, how many of the tickets were one-touch tickets, and how long it takes for a ticket to come to its first resolution and full resolution if it gets reopened.

    You may have to reevaluate how you measure performance from more than just how many emails come in. Look into some of the premade dashboards and tabs that zendesk provides. That should provide more than enough info for you if you are just starting out.

  • CJ Johnson

    Two years and no update on the official comment? The thread about this is still jumping, this is a hotly wanted attribute.


  • Master

    +1 on this topic as well.

    We have about 13 e-mails, each pertaining to a type of customer.

    I have just checked and my GMail inbox says i've received about 1700 emails on a time frame, but only 637 tickets have been created. We need to know what is, and what is not generated, as well as if something was created but was assigned to another Team.

  • Jahn Jerenz Bronilla

    Hello Eugene Orman - we currently now at H2 of 2021 but we still haven't heard anything from the Zendesk team about this request.

    As per your comment you will be looking for alternative on the 2nd half of 2020. Kindly give us an update on this request and where it standing now.


  • Kelsey

    This is essential to our business, we need the option to report on volume of incoming tickets received at each of our Support email addresses. This is quite an old thread (4 years?) but I was encouraged to post here, any updates to speak of? 


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