I am trying to capture the data of the agents such as number of tickets and response time by country. Unfortunately the tickets are captured into default country: US. How do i ensure that the tickets are allocated correctly into respective countries?
Allocate Agents by countries
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In terms of allocating agents by countries. It may vary depending on your zendesk configuration. Tickets or Agents can be categorized for example, based on the ticket channels, ticket form per country, tag, Brands, and skills and from there you can create reports in Explore.
You can try check our guides to start with:
Routing options for incoming tickets
Routing options for queue management in Zendesk Support
Getting started with Zendesk Explore: Hands-on tutorial
Thank you and we hope this helps!