最近の検索

最近の検索はありません

Creating a custom report for On Hold tickets

回答済み
image avatar

Daniel Paublini

投稿日時：2023年3月10日

Hi, I'm looking for a way to create a report that shows how long tickets are "on hold" and how long it takes to respond to a ticket minus the hold period, for each agent and for the whole team. Any ideas, please? Thanks in advance 

2

1

1件のコメント

日付
    image avatar

    Dane

    Zendesk Engineering

    Hi Daniel,

    For the duration a ticket is on-hold, you can use the on-hold time metric. Regarding the response time minus the On-Hold time, you can consider setting up an SLA for Agent Work time.
     
     

    0

    サインインしてコメントを残してください。

    お探しのものが見つかりませんか？

    新規投稿