Plan requirement
| Subscription | Suite Professional or higher, Explore Professional or higher |
| Access | Agent |
How often a ticket is picked up before it is finished. High numbers point at routing, not at effort.
Build it
- Dataset: Support - Tickets. Both metrics below live there. Watch out for a third name that sounds like them and does not: Assignee reassignments sits in Support - Updates history, so a report built from this dataset will not find it.
- Metric: Agent replies for how much was written, and Assignee stations for how many agents the ticket was assigned to.
- Attribute: by ticket subject or topic.
- For the distribution, use Agent replies brackets or Assignee stations brackets rather than building your own buckets: they return 0, 1, 2, 3-5 and >5 already.
Those two are worth reading side by side. Many replies and no reassignments is a hard question being worked; few replies and several reassignments is a ticket being passed around, which is a different problem with a different fix.
Zendesk already counts touches
There is no need to derive it. One-touch tickets counts tickets solved after one agent reply or none, Two-touch tickets after exactly two, and Multi-touch tickets after more than two. Each has a percentage alongside it, measured against solved tickets.
Those are the numbers to report, and the manual build above is for when you want the shape behind them.
Two different measures
Replies counts how much conversation it took. Assignee changes counts how many people it passed through.
The second is the interesting one: it measures whether work reaches the right person first time.
What a high number means
- Routing sends it to the wrong place and somebody forwards it on.
- The first agent lacks the access or the knowledge to finish it.
- The process genuinely needs several teams, in which case the number is correct and the process is the thing to look at.
Each hop costs the customer
Every reassignment is a wait, and often a request to explain again. A ticket touched by four people takes far longer than the work in it justifies, and the customer experiences all of it.
Look at the tail
The average will be around two and tells you little. The tickets touched six or more times are where the process problems are, and there are usually fewer of them than people fear.
Pair it with topic
One subject consistently passing through three teams is a routing rule waiting to be written, or a skill somebody should be given.
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