Feature Request Summary:
We have metrics in the Tickets dataset to see one-touch tickets, two-touch tickets, and multi-touch tickets. But that is only "agent" touches. It would be helpful if there is a similar metric for end-user touches.
It'll help us get information about how many end-user touches we have in Zendesk. We can divide the data further by adding different ticket fields to see which types of tickets need more attention.
Business impact of limitation or missing feature:
This is moderately affecting the business as we want the customers to get the resolution as soon as possible without having them send us multiple replies. This will improve our customer satisfaction score.
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