We have recently set up our first ZenDesk. I was out of state for several days and a coworker was supposed to be watching our tickets. When I returned from being away, there had been one new ticket, but my coworker had not responded to it. It turns out our account hadn't been set up to have more than one person receive the emails.
So even though we had it set up to send new tickets via email through our email address email@example.com, everything was being funneled soled to my individual email address since my email address is used as the main account name/admin. My coworker never received the email, and our customer never received a reply until I was back at my desk several days later.
That issue has been resolved, but the ticket itself is being included in our reporting. I know it's minor, and it's not data that accurately reflects our work, but its in there nonetheless. It shows our response rate is 198 hours!!
Is there any way to remove a ticket from being included in those calculations? Just for peace of mind.
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