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Ken Shampo

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  • Agents per Ticket/Company

    I have been trying to get information on what the standard agent to ticket or customer ratio is.  I am hoping to get feedback from other Zendesk users to see how we are gauging in that area.  Below...

  • Full Resolution Time

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    I have a question on how full resolution time is calculated.  If a ticket is reopened does it count the time the ticket was in a solved status, or does the countdown start back up when it is reopen...

  • Time Tracking and Good Data Reporting

    We have begun to refocus our efforts on time tracking, but I have difficulty reporting on it.  We want to see how much time our agents are spending on tickets each week, with the eventual goal to b...