My colleagues are a team of Customer Service specialists who do both Sales and Support, using Zendesk Email and Talk channels, and they do a great job :D.
Their manager would like to know what the distribution of their time is like. How much of it is invested in Sales, how much in Support? A complicating factor is that a single ticket currently could be both Sales and Support related, depending on the point in the lifetime cycle of the customer.
Have you faced a similar question, and did you find any solutions?
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