We found that in the Zendesk explore, we are unable to pull the internal note timestamp. Is there any future plan for this?
For example, when the support ticket had the first reply with an internal note, we are unable to measure this metric via Zendesk explore( only public note first reply times are measurable). The other example is the tickets with escalations. when we measure an agent working productivity, For example, we should not count the time after a ticket escalation. because it's already handed over to the other group. So in this case, when we measure the time metric, it's hard to remove the time after escalation because we are not able to pull the internal note timestamp(which is when the escalation happened time)
It will be good if we can pull and filter the internal note time in the explore. Thanks
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