Jonathan Beirne

Does WFM use a ‘Ticket’ as a contact or ‘Comment’? If it uses a ticket, I'm struggling to see where it takes the number of responses into account. Unless AHT is then actually meant to be the average resolution time, in which case it would be kinda factored in. We've always struggled to get WFM forecasts and actuals anywhere near reality. 

To add to the above, we don't allow any user to sign in to our help centre, so this feature is currently not of any use to us. We restrict login as we find it a barrier for customers wanting/needing help.

This sounds interesting. We haven't done any ourselves, but you you could try different types of CSAT invites and compare the results. Different wording, or one more visual/engaging that the other. You can then track score and response rates by A/B. 

If I’m understanding your problem correctly, we had exactly the same.

To pull actionable insight from our thousands of tickets, we run them through a tool called Chattermill. We analyse what our customers are saying and how they feel about it in that tool really easily.

Have you also considered Zendesk AI? We also have that and we use it alongside Chattermill. This also provides theme and sentiment analysis.