Tim Obrien

 

Some basic metrics (say over time, by category, source, etc) on what is being placed into Suspended Tickets (and their categories) would be beneficial to the metrics driven (or aiming to be) customers of Zendesk. Pawning off the business need by pointing to the API, when most customers do not have the capability in house to write the code for using the API is highly disappointing as a response and provides a negative light on your product team not listening to the customers’ needs. Your tooling is placing the tickets in Suspended Tickets, your tooling could easily provide metrics for all customers.