Avatar

Bogdan Vintilescu

  • Total activity
    8
  • Last activity
  • Member since
  • Following
    0 users
  • Followed by
    0 users
  • Votes
    3
  • Subscriptions
    1

Activity overview

Latest activity by Bogdan Vintilescu
  • Avatar

    Bogdan Vintilescu commented,

    1. Support
    2. ...
    3. Measuring success
    4. Understanding ticket reply time

    Hi ZD team! One of the people on my team had an outstandingly low First Resolution Time, Full Resolution, and Requester Wait time in March's round of tickets (data set for the full month of March)....

    • View comment
    • Bogdan Vintilescu
    • Created
    • 0 votes
  • Avatar

    Bogdan Vintilescu commented,

    1. Support
    2. ...
    3. Measuring success
    4. Understanding ticket reply time

    Hi Amy!  This is very helpful! I am using a median of these metrics and the query is for ~2,000 tickets on average for each assignee. These are all solved tickets, but there were some with long fir...

    • View comment
    • Bogdan Vintilescu
    • Created
    • 0 votes
  • Avatar

    Bogdan Vintilescu commented,

    1. Support
    2. ...
    3. Measuring success
    4. Understanding ticket reply time

    Hi Amy, Thank you so much for following up on this. I would like some clarification on these metrics overlapping: I have a query with multiple entries and two of them yielded results differing from...

    • View comment
    • Bogdan Vintilescu
    • Created
    • 1 vote
  • Avatar

    Bogdan Vintilescu commented,

    1. Support
    2. ...
    3. Measuring success
    4. Understanding ticket reply time

    Hello Zendesk! Is the first reply time metric included in the first resolution or full resolution metric or will the first reply time remain a separate metric in its own?

    • View comment
    • Bogdan Vintilescu
    • Created
    • 0 votes