Sunday, May 2, 2021

Summary of Zendesk legends and terminologies


Total solved tickets

Solved status indicates the agent has submitted a solution. So total number of tickets marked as Solved refers to total solved tickets within certain duration.

Solving a ticket and understanding how it is closed

Once you've resolved a requester's support issue, you change the ticket status to Solved, using the Submit button as described above. This should mean that you're done with the ticket and that the requester is satisfied with the resolution you provided. However, a requester can reopen the ticket after it has been set to Solved just by responding back and adding a new comment. For example, perhaps the requester disagrees that their support issue was resolved or that something new occurred that invalidates the fix.

After you set a ticket to Solved, the next status change is to Closed. However, you can't manually change a ticket to Closed; it is set to that status via a predefined business rule called an automation. An administrator creates automations and determines just how long tickets remain in the solved state before they are closed. If an administrator deactivates the automations that close tickets, the tickets will be closed automatically 28 days after they're solved. If you would like to manually change ticket to Closed, you can create a trigger as a workaround.

After a ticket's status has changed to Closed, the requester can no longer reopen it. They can, however, create a follow-up request that references the original, now closed, ticket. Agents can also create a follow-up for a closed ticket.

First reply time (FRT)

A metric that counts the number of minutes between the time a ticket is created, and the timestamp of the first public agent comment on that ticket.

How first reply time is calculated?

The Zendesk first reply time metric measures the time between ticket creation and the first public agent comment after that.

After the first public reply, Support stores the first reply time in calendar hours and calculates and stores the first reply time in business hours.

First reply time works the same regardless of the channel from which the ticket originates. For example:

  • A customer email creates a ticket. Timing starts when the ticket is created and ends at the first public agent comment.

  • An agent creates a ticket. Timing starts when the ticket is created and ends at the agent's next public comment.

  • An agent takes a phone call that creates a ticket and solves the ticket with no new comment. The customer later re-opens the ticket, and the agent then responds with a public comment. First reply time ends when that comment is posted.

Full resolution time

It is defined as the time between ticket creation time and the time of the final (or most recent) change of status to solved.

Scenario #1

If a ticket is solved once and then goes to Closed, the "Full Resolution" and "1st Resolution" times will be the same.

Scenario #2

If a ticket is solved, then reopened, and then solved again, the "1st Resolution" metric would show the time until it was solved initially, while "Full Resolution" would display the time until it was solved the 2nd time.

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