Steve Morrell

1. Community
2. Zendesk Suite Q&A
3. How can I track Agent Work Time in Explore?

Hi Jack, I have always used requester wait time as a metric for the agents. This shows the time that a ticket is in new, open, and on-hold. However, my team often pass tickets to other teams, such ...

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• Steve Morrell
• Created June 17, 2022 08:25
• 0 votes

1. Community
2. Feedback - Ticketing System (Support)
3. Feature Request - Choose to display the "Agent Work Time" SLA value in Tickets Views

Hi Ronen. I have the same use case as you. "On-hold" means with development or similar, so requester wait time and agent work time are valuable for different reasons. One tracks company performance...

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• Steve Morrell
• Created June 08, 2022 10:22
• 0 votes

1. Community
2. Feedback - Ticketing System (Support)
3. Add end-user as CC via Trigger or Automation

+1 for this also. We are finding senior users at our customers want to keep in the loop on what their team is doing, and an easy solution for this would be great.

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• Steve Morrell
• Created August 30, 2016 14:41
• 0 votes