Adding average reply time to notification

3 Comentarios

  • Carsten Falborg
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    Hi Nathan

    I can't seem to find an easy way of doing this, so this is what i have come up with (keep in mind that i am not a programmer):

    Set up a webservice that pulls data from your Zendesk via the API and calculates the average first reply time. Ie once a day.

    Have this same webservice update the trigger via the API and update the email notification template.

    I have no idea how difficult this is to program or setup, but it's the best solution i can come up with...

  • Joel Hellman
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    Carsten's general approach is spot on. 

    You would need to calculate the average reply somewhere (outside Zendesk), and then update Zendesk to update data references in the notification trigger in Zendesk. 

    It would probably be easiest to create a piece of dynamic content that holds information about the current estimated reply time.

    Then, you'd have your integration service poll Zendesk, calculate an estimated reply based on ticket metrics, and finally update the dynamic content that is being referenced by your notification triggers.

    That way, your triggers is not being constantly updated; rather the piece of dynamic content that your trigger references is updated and propagated to all triggered email notifications that reference that content. 

    As you hear from our replies, this requires you have access to some IT resources that can help you do this. I don't know about any service that already does this. It's not very hard, but it's not trivial either, it's a custom job. 


    There is a cheaper way to manage this yourself, if you are on a plan that has access to dynamic content (I think it's plus and enterprise), and willing to update the average yourself, but with a bit less hassle that modifying the triggers directly. 

    Maybe you'd wouldn't need to be so specific in average reply time, but you'd want to put in a notice and set expectations accordingly when you have a unusually big backlog? (e.g. when it's apparent by looking at the ticket views)

    If so, create a trigger with an email notification like this (dummy example)

    Hi customer

    Thank you for your enquiry. 


    Awesome Support Team

    Then you create a piece of dynamic content "expected_reply_time":

    We are striving to reply to new requests within 48 business hours. 

    When you have saved that dynamic content, you save it's link.


    The link will look something like this:

    Then, whenever you need to update your 'note on expected reply time' you can just browse to the link above, you'd be able to change the text like this:

    and all your triggers that reference that expected reply time would use the new text. 

    It's not automatic, but the link could be distributed to your agents or managers (with access to manage dynamic content), who could then update the wording themselves whenever they see the need to.

    It also works when need to leave messages like "support is closing early on upcoming Thursday because of the holidays". 

    This approach is essentially the same as changing your triggers, but:

    - you don't have to delegate access to modify business rules to the agents
    - the change is isolated (little risk of messing things up too much)
    - you'd have a direct link to update the message that is easily to reference

  • Jennifer Rowe
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    Thanks, mods! Nice work.


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