Getting the most from reporting/explore

Posted Jan 11, 2023

I'm finding it difficult to draw meaningful insights from Explore when it comes to reporting on 'About' and 'Resolution' fields within Support tickets.

The issue is the product our company cover so many different areas it is difficult for our agents to find/categorise them in a timely manner. There are plenty (too many ~100+) about and resolution fields preset but the agents 80% of time choose generic abouts such as "Training" or "User Error" - mostly due to the high volume of calls they receive (time poor)

Obvious answer is to remove training but wondering how you guys go about reporting while keeping your agents happy (i.e not scrolling through tedious lists to find the right 'about field') so I can understand what we need to enhance, fix, remove etc

Do your agents use comments for additional commentary? or perhaps custom fields?

2 comments

Date

Jahn

Zendesk LuminaryCommunity Moderator

Jan 11, 2023

We are doing the following in our company and previous company.

1. Let the customer fill out ticket form and select their concern and this will be added on the Ticket field in Zendesk
2. If via call then might as well use IVR so customer can select which concern they are calling about.

Also, make the ticket category or type "Simple". Otherwise, you'll really end up having incorrect data for reporting.