Customizing Ticket Statistics in agent home tabs

5 Comments

  • Dave Dyson
    Zendesk Community Manager
    Hi Yvonne, I've gone ahead and moved your post to the Feedback - Ticketing System (Support) – Zendesk help. The URL will stay the same, so there's nothing you need to do. Thanks for the feedback (and thanks for the suggestion, Julio)!
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  • Prática Klimaquip

    This would be awesome for sure Yvonne Uder. I suggest you to copy and paste it on a feedback page like the Ticketing System one, I guess. Feedback - Ticketing System (Support) – Zendesk help.

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  • Yvonne Uder

    Dave Dyson Prática Klimaquip Thank you both for the prompt comments here. So this is really currently not something that can be edited? Just can't believe this has never popped up before :) 

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  • Dave Dyson
    Zendesk Community Manager
    In the meantime, there are also the Assignee Update and Agent Activity tabs in the default Support dashboard in Explore, which can be filtered down to see an individual agent's activity: Analyzing your Support activity
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  • Janela Vispo

    Dave Dyson

    (1) Would you also consider adding an option to choose the start of week on Ticket Statistics? At this time it shows Tickets Solved from 'Monday to Sunday.' This is not in sync with the reports we generate in Explore. Our language is set to US, which means start of week is 'Sunday to Saturday.' I hope this also reflects on 'Ticket Statistics' so that we're in sync.

    (2) Customer Satisfaction is showing 60 days. What's the relevance of 60 days in reports? We'd check weekly, monthly and quarterly reports --- not 60 days. This should be customizable as well because the agents deserve transparency on how they are performing.

    Thank you for your consideration.




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