Explore reporting by person who actioned and not asignee.

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2 コメント

  • Kyle Davis

    Hi Jack,

     

    I would have to look into see if this is possible as well.

    However, there is an app that does this. https://www.zendesk.com/marketplace/apps/support/35111/time-tracking/. It tracks how long someone was on a ticket and hit "submit". If they just opened the ticket and then closed it, it doesn't track that. It only tracks how long actually agents were on a case and not light agents.

     

    Best Regards,

    Kyle

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  • Gab Guinto
    Zendesk Customer Care
    Hi Jack,
     
    Kyle's right. You can try using the Time Tracking app and build your reports around the metrics discussed here - Time Tracking app: metrics you need to be measuring. If you use slice your data by Updater name (under the Updates history dataset), then you'll see the time recorded by app attributed to the user who made the update. You can use the attribute Updater name in your reports to see
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