engineering

Widson Reis With the amount of money charged by Zendesk, I would hope that 3 years of development time would suffice to add this industry standard practice. Please expedite a native solution vs expecting your customers to use a work around that requires external audio editing tools to accomplish. 

Thanks

Dan

Hello, 

I need to identify a way in Zendesk Explore to filter by inbound email and call ticket to help create our First Call Resolution metric. I tried filtering by Submitter and by Requester, but I still get tickets generated by my internal staff included in the results. 

Thanks,

Dan

Hello, 

I have tickets where our support agents need to select the escalation level in a custom field. I need to find the percentage of tickets closed at our Tier 1 level. How could I create a formula that would be the following logic?

Number of tickets with Custom field value "Tier 1" divided by total tickets. 

Thanks

Please escalate this request for development.

For us as an organization, I need to understand how many tickets are closed on the first call. This is currently impossible to do with the Talk Dataset. When we use the Support Data set, we can use the One-Touch metric, but then this includes emails, both inbound and outbound both for customer and non customer communications. From a business decision standpoint, we are unable to understand our needed staffing levels because the data can't be filtered to add metrics like "completed inbound call" contained in the Talk dataset. 

This single issue is critical to our organization and frankly only one of many examples that could add a significant amount of value to this platform. Unfortunately we are unable to get the data we need on our own nor can Zendesk support team provide any support when we reach out in a ticket.