Sharra Rosichan

I'm not sure if it helps, but we have a rubric that we use to QA our tickets. It's not as automated, but it does help keep things fair for grading on our tickets.

Here are some examples of what is on the rubric, which I've given as screenshots because we use another database product to keep track (where the analysts can see their scores, notes, etc). We also have a small training team that handles these QAs.

Feature Request Summary: 

Zendesk chat should localize the time zone in chat/tickets to what the account holder has sent in Account options.

Description/Use Cases: 

Looking for a ticket from a user, and knowing about the time the chat happened according to Central time, an agent can quickly navigate to that general time and look for the appropriate user.

Business impact of limitation or missing feature:

This is a critical feature that nearly every other service provides. Since we are already setting our time zone in the account settings, that should translate to the chats and tickets themselves.

Would it be possible to create datasets where we can look at individual searches by signed in Users? 

I also agree - a Zendesk to Tableau direct link would be fabulous in helping share our metrics with our stakeholders. 

We also need access to explore the datasets in other places besides Zendesk Explore.