I was shocked to learn that inbound calls are treated as "agent created" tickets, as opposed to every other channel (web, api, email, chat, SMS) which are "end-user created" tickets. In our business agent created v. end-user created mean something very different about how our business is operating, and how effective we are, v. internal processes. To understand one of our key metrics, tickets:orders, I am must run two distinct reports, add them together outside of Zendesk, and then calculate tickets:orders.
Zendesk tells me that no one else is bothered by this discrepancy. Is that true? Does no one else want to understand their effectiveness in this way?
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