Self-assessment for agent on how they feel ticket was solved

Answered

2 Comments

  • Paul Kiersey

    Not sure this is exactly what you're looking for, but one of our departments has started trialling something similar to what you've mentioned, where we've created a mandatory dropdown Ticket Field labelled 'Ticket Difficulty Rating' where agents can choose if the ticket was Very Easy, Easy, Difficult, or Very Difficult when they solve the ticket.

    We've built some reports in Explore to find out what kind of tickets our agents find most difficult and most easy, which helps us to identify potential upskilling/training opportunities, or to flag areas of the product with our Product team where agents are having difficulty.

    1
  • Dave Dyson
    Zendesk Community Manager
    Thanks for sharing your solution, Paul!
    1

Please sign in to leave a comment.

Powered by Zendesk