Jeff Kelley

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Latest activity by Jeff Kelley
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    Jeff Kelley created a post,

    Is it possible to give our end users the ability to get metrics on their ticket volume?

    We started using Zendesk in the last year & some of our customers have been asking questions about their calls: 1. How many total? 2. How many via email? 3. How many via phone?  4. How many about e...

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    Jeff Kelley commented,

    I also just found a ticket that does not have a public reply - it was closed with a private comment & it has a calculated first response time.   Doesn't this note mean that shouldn't happen? The FR...

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    Jeff Kelley commented,

    I have been looking at our first response times - using the insights filter.  I want to only look at tickets emailed to us by our customers.  I have found a couple tickets that were created outside...