Christopher Rome

Alex Dobocan

It sounds to me like you are looking at the support address and how many emails came in vs the number of tickets you have in zendesk. An email that comes in could be adding an additional comment to a ticket, thus not increasing the number of tickets, but increasing the number of emails. Similarly, reopening a ticket will not increase your ticket number but may increase the number of emails. 

For my organization, where we primarily provide customer support and live and die by the volume of questions/tickets coming in, we look more at the amount of tickets created, solved, our backlog of tickets over time, how many of the tickets were one-touch tickets, and how long it takes for a ticket to come to its first resolution and full resolution if it gets reopened.

You may have to reevaluate how you measure performance from more than just how many emails come in. Look into some of the premade dashboards and tabs that zendesk provides. That should provide more than enough info for you if you are just starting out.

Yes, this is a feature we need. On insights, with one dashboard, we are able to schedule a delivery for the current set of filters which include agent groups, different time frames, and different organizations. Our use case is that each organization needs the same dashboard, but they should only be getting their information. What makes it easy for our managers for scheduled pre-filtered dashboards is that the image/pdf is already generated and in their email to download and attach to a report. It also serves as a reminder for them to attach the dashboard to their report.