We are wanting to create a report where we can view the number of interactions (email) across a certain time period for different enquiry types.
I've looked at the Community and datasets but am unable to find the option that would return the correct results, I just keep seeing 1?
For context, we currently have triggers that look for keywords/strings then tags the email with the appropriate tag. This is for the anonymous emails we get where we want to try and understand the reason for contact. As we are wanting to introduce contact forms, we want to understand what the current interactions agents are sending on these tickets to see that once the contact form is live would this then decrease the interactions as more information is provided by the customer.
Did notice there is one similar on the Zendesk Support dashboard under efficiency but am unable to find the metrics that sit behind it.
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