I'm trying to track FCR and I'm trying to see how many responses are sent within a ticket. Is there a way to do this?
Question
Is there a way to check how many responses we have sent within a ticket?
- Employee
Hi Amy,
You can build a query using the default metric Agent replies. This counts the number of public replies sent by agents to the ticket. The count from Agent replies is used by the other metrics One-touch tickets, Two-touch tickets, and Multi-touch tickets (see Metrics for Zendesk Support). You may also reference this native metric within a formula when creating your custom metrics or attributes.
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