Rylan R

Hi,

The live metrics was a great thought, and we've been waiting for it for so long, but the metrics seem limited. I only get a count of tickets, but that does not give me any insight.

For example, I would know the count of all the new tickets in the queue, but that does not really help me. I would want to break this down further to know from which Ticket Form these new tickets come in.

I can do this on an Explore report, but that's not real-time, and it has a 1.5 to 2 hours delay. So it's difficult for us to get real-time insights and take real-time decisions.

Can we look at a feature request to expand the capabilities of live data to give more real-time tracking?

Regards,

Rylan.

Hi Gab,

Thanks for sharing this. Is it possible to get the actual value for the Next Reply like how we have for the First Reply Time rather than just knowing where it was achieved or breached?

Hi Gab,

Thanks for your reply but there isn't really a metric for the Next reply time on Explore. If there is please let me know which metric I need to use to create a report for this?

Hi,

How do we track the next reply time if there is no metric on zendesk explore to track this?

Regards,

Rylan Roach.

Thanks for the suggestion, but this won't work for us because we look at our incoming volume every few hours, and there are many other reports that we check multiple times during the day. Doing this multiple times daily is not feasible, and it's time-consuming. So have a direct interaction would be nice.

We use slack more than email and all our communication happens on Slack. If we're able to send reports to slack at regular intervals we can see trends and make operational and decision changes right away. We'll also be able to figure out any issue that we have by looking at trends realtime. This would be extremely useful t our team.