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Number of Tickets Solved by Requester

  • March 19, 2023
  • 4 replies
  • 0 views
gan

Hi there,

I'd like to make a report for a very specific case, which I will elaborate on below -

Users are emailing us, and are getting automated emails with links to suggested articles.

They click on yes in the "Was this helpful" box, so the ticket they opened, is now marked as solved.

However, often, very shortly after the first ticket was created, they email us again with the same question in a new ticket. This must be a language issue, or some miscommunication on our part that makes them believe that by clicking yes, their original question will still be handled by us.

We now want to create a report showing the numbers of these tickets to identify the triggers this happens with the most, and see how big this problem is.

Any suggestions?

Thanks!

    4 replies

    Jacob20
    • Jacob20
    • March 20, 2023

    Hi Gan,
    I remember setting up a notification specifically to address this issue, customers clicking buttons without realizing the consequence. The notification would say something like "we see you were able to resolve your issue on your own, if you still need assistance please reply back".
    I'm unsure how explore reports on these end user self-solves as I haven't used it in a while, but it should be possible.

      gan
      • gan
      • Author
      • March 21, 2023

      Thanks @jacob20!

      Julia16
      • Julia16
      • December 11, 2023

      @gan @jacob20 - I have a similar use case - I looked at triggers and reports and cannot find this field or a way to limit the reporting to the end user role

      Paolo14
      • Paolo14
      • December 12, 2023
      Hi Julia,
       
      This article might be helpful for your use case: Explore recipe: Answer Bot counts of unassisted solved tickets.
       
      However, if this is not the solution that will satisfy your concern, I highly suggest reaching out to our Support Team for further checking. More information here: Contacting Zendesk Customer Support.
       
      Best,
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