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Ticket Statistics Request



Posted Dec 23, 2023

Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)

In regards to the Ticket statistics section, can the numbers be hyperlinked to the appropriate survey tickets? This affects all agents.

 

What problem do you see this solving? (1-2 sentences) 

The new Agent home still has the number count, but no longer hyperlinks to tickets so can't view the surveyed tickets any longer. The old dashboard used to have the number count for Good and Bad, in which you could click and it would then show the list of tickets. 

 

When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)

This problem occurs everyday. This is not a major impact to our business, but would be very helpful for our agents to view their Good and Bad ticket statistics to boost moral (Good) or use feedback to improve an agent's workflow (Bad).

 

Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)

Yes. This was previously available (and technically still is) via the old agent dashboard - https://drfirsthelp.zendesk.com/agent/dashboard?show=v1

 

What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)

Ticket Statistics Good and Bad boxes will be hyperlinked so agents can click the number count and it load that specific ticket count criteria.


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4 comments

The Ticket Statistics section, particularly the numbers for Good and Bad tickets, should have hyperlinks to the corresponding survey tickets. This impacts all agents as it currently hinders their ability to easily access and review surveyed tickets, which was a feature available in the previous agent dashboard. Although not a critical issue, having this functionality reinstated would significantly enhance the agents' workflow, providing them with a quick and direct way to analyze feedback for continuous improvement.

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image avatar

Tara McCann

Community Product Feedback Specialist

Hey Bobby and Tom, 
 
Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. 
 
For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!

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This affect us as well, had to make a new view for agents, shame this functionality was so good in the previous dashboard.

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It's exactly the same with us. Most of our agents have already submitted a request to us to regain this function, as it was super useful and helped the agents to improve their performance significantly more.

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