Filippo Dell'Anno

Hello,

I totally agree with my colleagues.

This change is not intended for anyone who uses Zendesk primarily or just for messaging.
This, more than an improvement, seems like a regression for those who do not use multichannel.
I am very disappointed that we are forced to go through this change, it is not intuitive at all and for our business model, the speed of response is lost. I prefer not to mention the visual part...

Hi Chandra,

Thank you, you guys make our work life easier :) 

Hi,

 

Could you please help me creating a view showing on average, the percentage of touches used to solve a ticket? For instance: in the last month we had on average 1,7 Touches in solved tickets.

I am struggling a bit to find the solution.

Thank you.