How to agregate by metrics value / Show range (amounts of calls or tickets) per customerAnswered
Dear Zendesk Community,
We are wondering how to show how many calls customers make on a period of time but it could be also how many tickets per customer on a range of time
The goal is to understand if we answer right the first time or not.
We can easily do it for each customer as shown below but it doesn't look very good:
Thanks for your help, I will publish the answer if we succeed!
Hi Raphaël –
I've moved your post to our Q&A topic since you're looking for a solution. Since you're looking to understand if you got the answer right the first time or not, I think you might be better served by looking at the % One-touch tickets metric, which shows the percentage of tickets that were solved after only one agent reply. This metric is shown in the Tickets tab of the Zendesk Support dashboard, but you could of course build your own report and break that number down by channel, requester, or any other ticket attribute.
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