Is it possible to create a report in table format showing the following:
- Ticket ID
- Created time
- Assigned time
- Assignee name
- Agent first reply time
- Customer follow-up reply time
- Agent next reply time
With new customer follow-up and agent reply times added for as many responses that have been posted on the ticket.
Once I have this, I can create custom calculations to show the amount of time between each update.
This is incredibly helpful for agent QA, especially new employees to show how they're progressing on speed and efficiency.
Thank you for your inquiry.
Yes, it is possible to create a report in table format that includes the details you mentioned, such as Ticket ID, Created Time, Assigned Time, Assignee Name, Agent First Reply Time, Customer Follow-Up Reply Time, and Agent Next Reply Time.
You can use Zendesk’s Explore to customize your report. Once you set up these fields, you will also be able to create custom calculations to show the amount of time between each update, which will be beneficial for agent QA and tracking performance for new employees.