Siri Rääf

Dear community, 

How can I measure the number of agent responses (updates) that was made via messaging, compared to the number of responses that were sent via email? 

Thank you!

Siri

Dear Community, 

I would like to report on users that contacted us via messenger and have not contacted us via any other channel within a specific timeframe. Is there a recipe for this? 

Thank you!

Siri

Dear Zendesk, 

I would like to request that it is specified whether a ticket metric event is public or internal in the Zendesk ticket metric events API. This would make it possible to calculate first reply time using this API alone, which is currently not possible. 

Thank you!

Siri

Is there a way to analyse ticket data in real-time. For example, on a busy day be able to tell how many tickets we solved today , without the timing discrepancy that occurs in Explore. Is this possible? Using APIs? Thanks!

Hi Christopher, 

Thank you for your response. I was told that I can use the ticket metric events API together with the Ticket Audit API to calculate first reply time, is this possible? 

Thank you!

Siri

Dear Zendesk, 

I have an issue calculating FRT using the Zendesk Ticket Metric Events API. 

Hi CJ Johnson, 

Thanks for your response. I am using the Support: Tickets dataset, so the discrepancy in the updates dataset should not be the issue. 

Any other ideas? 

Thanks!

Siri

Dear Zendesk community, 

I have created two ‘date range calculated metrics’ to report on tickets solved, beginning of the month till the end of yesterday and beginning of the year till the end of yesterday. 

Since it is the first month of the year these measures should show the same number of solved tickets, but the results differ even though the metrics have been set up to report on the same dates (see attached pictures). I have double checked that same data filters have been applied. The number of solved tickets YTD are the ones that are accurate.

Have I missed something here? Could someone please give me some advice.

Thanks!