Zendesk is happily reporting some good time based data points to our Brightgauge system. however we dont seem do find a time based data point that covers the time from a ticket is created to it is first assigned to a person.
We have similar data points that cover time to first reply
Is it possible for Zendesk to generate the datapoint "First_assigned_time_business"
Hello there,
This is already possible with the metrics "First assignment time".
"The time in minutes between when a ticket was created and the first time it was assigned to an agent."
For more information:
Metrics and attributes for Zendesk Support
I do not see the metric "First assignment time" in Brigtgauge when trying to search for them.
When reaching out to brigthgague they say they don't have that metric.
Is this a limitation with brightgauge? or is there something specifically needed to get access to this metric from Zendesk ?
Hello there,
Yes, that seems that this is a limitation with Brightgauge since this metric is available in Zendesk itself.
Since this is a third-party integration, I would advise you that you contact them directly and ask if they can help you out with this.
Hope that helps.
No account yet? Create an account
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.