Issue type tracking
I am looking to drill in to the monthly figures from our Zendesk chats. I would like to filter/count on the type of issue. This would be entered by a tag from the agent once they know what kind of issue it is. For example wiring fault, software, hardware, lack of knowledge etc.
The thing is my team do not remember to tag the chats. Could there be a feature to either not allow, end chat with out tagging it of reminding the agent to tag. This would have to be an optional feature, i'm sure not everyone would want this.
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Hi Dan Clapson If your agents are using shortcuts, you can add tags to them which will apply to the ticket. The other option would be to create a ticket form for chats that has a required field that has to be entered before the ticket can be resolved.
We do have a trigger that sets some tags, but we use the URL to determine which tag to set. If you have some unique identifier for some of these, it could be possible to create a chat trigger to tag them also.
Hope that helps!
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