Much of the time our agents sets a ticket to Pending, instead of Solving the tickets. This is so the customer don't feel like we are closing the ticket if it's in fact not solved.
How do I create a report that illustrates tickets set in Pending also counting as Solved (or create a new name, doesn't matter).
Then we can see our true handling time, cause it looks like that it takes 4-5 days for an agent to solve a ticket since we have the automation that after 96 hours the ticket auto-solved if in Pending.
Also shocking that Zendesk Support yet again cannot help with such requests and just points you to community forum..
Please assist! :-)
Create Report to combine Pending & Solved status as solved ticket
Hi Michael,
I would also suggest to create an additional status for those tickets. So you can also consider them in a created report as solved and differ them to the real pending ones.
Regards,
Stephan
Hey Michael,
Sorry to hear this answer didn't come to you sooner, as that is definitely in the wheelhouse of the amazing Zendesk Customer Care team. You've got a few options here, but let's take a step back to the original problem statement:
"Much of the time our agents sets a ticket to Pending, instead of Solving the tickets. This is so the customer don't feel like we are closing the ticket if it's in fact not solved."
Pending status, by 'textbook' definition, should only be used when your agent is stuck waiting on the customer. In the case of an abandoned conversation, we usually recommend "auto-solve with nudge," which in practice sounds like "since we've not heard back, we're going to tentatively mark this request as resolved, but feel free to reply back for additional support." Any replies will either reopen the ticket or create a linked follow-up request.
For times when both you and the customer are stuck (waiting on a third party, or a future date, for example), I would recommend activating the on-hold status (details here).
That said, if your agents are acclimated to using pending in this particular use case, you can always either use custom statuses or a custom tag as mentioned above to differentiate between abandoned tickets and tickets that are just stuck in process.
Hope this helps!
Brandon
PS - If you are auto-solving tickets, we always also recommend suppressing the c-sat survey from being sent to any requests that were auto-solved.
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Thanks for reaching out! I would definitely suggest what Stephan Marzi suggested, you need to create custom ticket statuses for tickets that you wish to extract report with in Zendesk explore.
Hope that helps!