We are currently using the Zendesk support ticket system.
We have hired some freelance agents who charge by activity. We currently only have the possibility to evaluate the total activity by time.
Since unnecessary activity is also counted, we would like to filter this out.
For example: opening and closing a ticket without answering the customer or assigning a ticket to another agent.
Is there a way to track this?
We have a very basic activity report that I think will do what you want. It tracks tickets created, solved, public and private comments, all by ticket number. Here's the basic setup:
Your metrics will be as follows:
Then your rows will be:
Note the filters. You can filter by date(last month/year/whatever) or name.
Here's the output from that setup:
Hopefully this gets you going in the right direction.
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