Currently our team has a flow where we try wherever possible to keep one agent per ticket - this allows each agent to be responsible for the satisfaction score on their ticket.
However I'm considering moving into a flow where all agents answer tickets as a team. This allows better overall response times (which is awesome) after the first response time but completely convolutes the satisfaction monitoring.
Anyone have any strong opinions on this, or know any resources that exist that play with this idea?
@Zendesk, have you done any studies surrounding this? I think as the platform provider Zendesk would be in a good position to be the expert in this space and provide best practices with data to back it up.
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