Omar

I am the account owner for Zendesk, I should have rights to download the data as CSV

Following instructions

Admin center >> Account >> Tools
But there is no reporting option, searched for reporting also int he search bar

I need to download all the ticket data from 1st Jan 2023- 30 Sep 2023

please advise, thank you

Hi

We have a lot of tags constantly added on tickets. A lot of the tags dont seem to be created by us, so:

(i) how are these tags created?
(ii) where can I delete them?
(iii) how to stop them being added to tickets? (we only want the tags we create to be added)

FYI- we have auto tag DISABLED (not turned on as a feature)

Also- when creating a macro, what is the difference between ADD TAG and SET TAGS

Thanks

Hi

What does last assignment - mean in the full resolution time report?

What I want is a metric which shows full resolution on a ticket , even if the end user replies back during a certain time period on the exact same ticket.

E.g. end user sends an email (ticket) to zendesk >> agent replies and sets ticket status to hold while investigating issue >> 24 hours later agent replies again setting status to SOLVED >> 48 hours later end user replies again >> agent replies and sets status to SOLVED

on the final time the ticket is set to solved - after 96 hours, if no reply from end user on the same ticket, we'd want to report to show it as a full resolution

please advise, thanks

Hi
I need to understand the Full Resolution time metric/report.
It states - Median time from last assignment to full resolution. 
What is last assignment? Essentially what i want is to see the average time a ticket takes to get to solved from when the End User creates the ticket (not when an agent creates the ticket and sends to end user via selecting the status as SOLVED)

Also- how can i differentiate between a ticket on SOLVED - to when the End User replies back

Scenario- End User sends an email (ticket) >> agent replies and set tickets status to solved >> end user replies back within 24 hours >> different agent replies and again solves tickets status as SOLVED

With the metrics, would this come as 2 tickets as solved? and for the full resolution, is it counting its full resolution each time it is set to solved, or just on the final time it is set as solved?

Thanks

how do you clone the dashboard so only one agent is on the scheduled delivery?

e.g. you have dashboard with reports:

(assignee name) solved tickets, requester wait time, first reply time, one touch, two touch

how can I clone that so it has only one agent in the assignee name part, rather than having that as a drop down where it is all filtered

Also noticed this thread has comments from 2021 about schedule delivery with filters, so can be emailed out etc. to invidual.

its clearly something that people need and want, whats the hold up with delivering it?

Cant help with this one, but wondering if you would know if there is a syntax to create a metric which will account for shift pattern

Better still, when that shift patter changes weekly

e.g. agent A Mon-Fri working 5am-10am

Agent A the next week works 11am-4pm

Agent A the third week works again 5am-10am

thanks

@...

just to be sure ive understood

Agent A assigns themself a ticket

closes ticket as solved (all metrics have gone to agent A since they assigned themselves)

cust comes back 2 hours later with a reply

The reply is still assigned to Agent A.

The new ticket which is on status 'NEW'- metrics will go to agent A from when it arrived in the Zendesk inbox, so if its idle and not had a reply for 2 hours, that (2 hours wait time) metric will go to agent A

Thanks

@...

I have business hours set on dashboard and widgets etc. e.g. requester wait time business hours

We have shift patterns i.e. 8.30-5.30 and 12.30-9pm

the agents change these shifts weekly. best way to account for the shift patterns and the agents who change them weekly would be? Can you set business hours in a way so it takes into account the shift pattern, and the changing shift pattern of that agent each week?

(but essentially be the same dashboard)

we want and need this also

so you can send agents their metrics each week/day etc via the schedule, but they only see theirs, not the whole team

If a ticket comes into Zendesk, in Status NEW

The agent assigns to themselves (their name) and then closes it as SOLVED

The customer replies back, the ticket comes back, its NEW (or open, whichever status)

When the ticket comes back in the NEW status, (after being solved) will it go against the agents metrics, because it is still under their name?