New category of Zendesk metrics: multi touch tickets
We’ve added a new set of metrics to our Zendesk Support integration that track how many touches it takes to resolve tickets — helping you spot efficiency patterns and flag complex cases where you might want to step in.
You’ll find these new metrics under a new category within your Ticket metrics - Agent replies distribution:
- One-touch tickets
- Two-touch tickets
- Multi-touch tickets
- One-touch ticket %
- Two-touch ticket %
- Multi-touch ticket %
All metrics can be filtered by channel, assignee, tag, and other criteria for deeper insights into your support team’s performance.