Dan Nolan

I am using ticket.requester.phone as the placeholder in my app which is supposed to pull a user's phone number and then search my company's API for their info to display. I keep getting the error

InvalidPathError: Path 'phone' doesn't exist on node ‘requester’

Does anyone know another way to pull this? It works just fine using ticket.requester.email

const client = ZAFClient.init();
client.invoke('resize', { width: '100%', height: '300px' });
let phone_number;

// Use the Zendesk app client to get the ticket requester's phone
client.get('ticket.requester.phone')

.then(async function(data) {
  const phone_number = data['ticket.requester.phone'];

A ticket can only technically be "solved" in a way that counts toward agent metrics once. You can submit a ticket as solved multiple times, and each of those submissions counts as an update, but it only counts as a solve for you if you're the assignee either at the time the query is run, or when the ticket is closed. In that case if you were counting updates as a productivity metric, it could be easily gamed.

One way to game ticket solves though that's more common is agent "stealing" solves from other agents. The best way to check that is to look at tickets where the status is closed, and the ticket has no public or private comments by the assignee.

Overall, though, a much better way to measure productivity is by counting public comments and private comments. Often multiple agents work on a ticket, and it's unfair to only give credit to the one who "solves" it, which is just the last agent to submit the ticket as solved before it moved to a closed state.

Here is an Explore recipe that you can use to give you much better insight into the actual level of engagement agents are having with customers.